Technical Support Analyst

Dillards • Little Rock, AR

2d • Onsite

About The Position

Dillard’s is looking for a Technical Support Analyst to join their Data Center team in Little Rock, Arkansas. This role requires the flexibility to work a varied schedule, including holidays, weekends, and after-hours shifts as required. In this role, the main objective is supporting Dillard's Information Technology service users through the resolution of intricate operational or procedural challenges involving hardware, applications, and services. Additionally, the team collaborates across all internal IT departments to address and mitigate vulnerabilities.

Requirements

• Authorization to work in the United States without sponsorship
• At least two years of experience working in help desk or technical support call center environments
• Excellent problem-solving and decision-making skills
• Excellent verbal and written communication skills
• Must possess a customer-friendly attitude with the ability to work in a fast-paced team environment
• Must be able to work a flexible schedule, which includes weekends, holidays, and in some cases after-hours.

Nice To Haves

• Previous customer service experience.
• Experience in an I.T. call center or I.T. help desk environment.
• AI Proficiency: Experience using generative AI tools (like Gemini, ChatGPT, or internal AI features) to streamline documentation, troubleshoot technical issues, and improve resolution workflows
• Efficiency Mindset: A proven track record of using technology to automate repetitive diagnostic or administrative tasks, allowing more time for complex problem-solving

Responsibilities

• Provide technical software, hardware, and network problem resolution to all IT resource users by performing question/problem diagnosis and guiding users through step-by-step solutions
• Handle phone and email support for moderate system or content issues
• Identify, resolve, and escalate issues when necessary
• Clearly communicate technical solutions in a user-friendly, professional manner
• Record interactions in our service ticket database
• Identify and document resolution to recurring inquiries
• Occasionally assist other staff members and monitor open tickets to ensure timely and effective resolution
• Provide equipment upgrade and maintenance assistance to personnel at all Dillard’s operating locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed