Technical Support Analyst I

Andersen Corporation • Minnesota, MN

1d • $62,856 - $120,480 • Onsite

About The Position

Provides L2 technical support for retail-facing Salesforce, iOS, SQL, ServiceNow and Qlik applications. L2 technical support provides advanced troubleshooting and resolution for technology issues that cannot be resolved at the initial (L1) support level. L2 teams handle more complex, system‑level, or application‑specific issues, often involving deeper technical analysis, configuration review, data investigation, and coordination with higher‑level experts when needed. This role requires a broad depth of knowledge across all RbA systems and integrations. Unlike most IT roles that focus on a single application, it demands the ability to troubleshoot and support across the full RbA ecosystem. This role supports both affiliate retail operations (ARO) and company-owned retail operations (CORO) end-users at all levels of those organizations.

Requirements

• 2-3 years in technical support or related role
• Foundational knowledge of Salesforce, iOS apps, SQL, and ServiceNow.
• Able to follow and improve documented L2 procedures and escalation paths
• Begins with established solutions to known problems, deviates when necessary to diagnosis issue. Escalates correctly when issues exceed scope.
• Associate’s degree with an emphasis in Information Systems or equivalent work experience and technical training.
• Strong interpersonal skills; ability to work well on cross-functional project teams and foster team commitment to tasks.

Nice To Haves

• Administration certification a plus.

Responsibilities

• Resolve retail software incidents at the L2 level for Salesforce, IOS, SQL applications using ServiceNow, advanced technical abilities, beginning with documented procedures and established escalation paths. Meet OSAT survey service levels and quality standards.
• Independently interpret, create and update knowledge articles, quick reference guides, and standard work instructions when needed to resolve issues; contribute to team training and quality reviews.
• Actively participate in daily and weekly team coordination meetings to share learnings, identify blockers, learn new technologies and remain aligned on priorities and next steps.
• Support team initiatives by completing assigned tasks such as testing, documentation updates, and process steps to improve support efficiency. Executes small projects.
• Share timely updates to retail users (known issues, workarounds, and planned changes) using approved communication channels and templates. Identifies modifications when necessary.
• Run ServiceNow dashboards and reports to monitor and follow through on tickets.
• Familiar with L1 processes for onboarding and offboarding access requests.

Benefits

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing
• Medical, Dental and Vision Coverage
• Flexible Spending Accounts (FSAs), Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave
• Career Growth Planning & Nationwide Career Opportunities

What This Job Offers

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