System Support Analyst

EVERYTHING BUT WATER

1d • Remote

About The Position

The Systems Support Analyst is responsible for providing Level 1 and Level 2 technical support to retail stores and corporate users. This role serves as the frontline of IT Support Services, handling day-to-day Help Desk requests, routine operational tasks, and documented troubleshooting procedures. The Systems Support Analyst resolves common technical issues independently and escalates more complex or unresolved issues to senior team members following established escalation guidelines. This position plays a key role in ensuring timely ticket resolution, accurate documentation, and a positive end-user support experience.

Requirements

• Associate’s or Bachelor's degree in Information Technology or equivalent work experience
• 1-3 years of experience in an IT support or Help Desk role
• Strong customer service and troubleshooting skills
• Basic experience with Microsoft 365 and Windows operating systems
• Familiarity with help desk ticketing systems and workflows
• Ability to follow documented procedures and escalation paths
• Strong attention to detail and documentation skills
• Ability to prioritize tasks in a fast-paced support environment
• Effective verbal and written communication skills
• Ability to sit and work at a computer for extended periods
• Ability to lift and move IT equipment (up to 50lbs) as needed

Nice To Haves

• Experience supporting retail or distributed environments preferred
• Willingness to learn enterprise systems & applications

Responsibilities

• Level 1 / Level 2 Help Desk Support
• Serve as the primary point of contact for IT support requests
• Handle Level 1 and Level 2 tickets following documented procedures
• Troubleshoot and resolve common issues related to: User access and password resets Microsoft 365 applications POS peripherals (printers, scanners, pin pads) Zebra handheld devices and endpoints Laptops, desktops, and basic workstation issues
• Provide clear communication and timely updates to users throughout the ticket lifecycle
• Ticket Management & Escalation
• Accurately document troubleshooting steps, resolutions, and user communications
• Escalate unresolved or complex issues to the Sr. Systems Support Analyst or Application Support Analyst as appropriate
• Follow established escalation criteria and workflows
• Assist in identifying recurring issues and patterns
• Operational & Recurring Tasks
• Perform assigned weekly and monthly operational tasks
• Assist with onboarding and offboarding activities (user access, equipment setup)
• Support routine system checks and maintenance activities
• Follow standardized processes and checklists
• Hardware & Physical Support (Smart Hands)
• Assist with hands-on support for IT equipment as required
• Support hardware staging, imaging, and deployment
• Assist with store hardware replacements and basic network equipment swaps (under guidance)
• Coordinate with senior team members and vendors for escalated infrastructure issues
• Documentation & Knowledge Base Support
• Follow Knowledge Base (KB) articles and documented procedures
• Provide feedback to improve existing documentation
• Assist with documenting new issues or updated procedures as requested
• Ensure tickets are closed with proper notes and resolution details
• On-Call Support
• Participate in an on-call rotation to support critical application and system issues
• Respond to after-hours incidents that require application-level expertise
• Provide escalation support during major outages or business-critical events
• Ad-hoc Project Support
• Participate in assigned IT projects that may vary in scope, duration, and complexity based on business needs
• Provide technical support for short-term and long-term initiatives, including system upgrades, store openings, relocations, and process improvements
• Assist with project planning, testing, deployment, and post-implementation support as requested
• Collaborate with internal teams, vendors, and stakeholders to ensure project objectives and timelines are met
• Adapt to shifting priorities and support multiple initiatives concurrently when required
• Collaboration & Communication
• Work closely with senior support analysts and application support teams
• Communicate technical issues clearly to non-technical users
• Maintain a professional and customer-focused approach to support
• Contribute positively to team workflows and service standards

Benefits

• Everything But Water offers a competitive compensation package including 401(K) participation, merchandise discounts and additional benefits for eligible Associates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree