System Support Analyst
- Assist in the implementation of technical systems, software, hardware, or solutions.
- Develop deep expertise in one or more technologies to act as SME for Store Support team as well as Corporate Support Team (e.g., traffic counting, network management, Verizon systems, ticket system, mobile device management)
- Respond to phone calls, ticket submissions, and deskside support in order of priority. Ticket triaging, proper ticket prioritization, and timely customer communication skills required. Must be highly organized and good communicator.
- Provide SME support to the Service Desk regarding issue status and resolution, maintaining incidents and problems within the ticketing system.
- Provide rapid and customer focused support as required
- Proper time management skills will be required to juggle the many support calls (written tickets, verbally, and/or in-person.)
- Test, implement, and document projects with direction and assistance from others.
- Research and testing of modern technology (As needed for project work)
- Leverage and contribute to the knowledgebase documentation for helpdesk and IT support, taking responsibility for your area(s) of technical expertise to ensure accurate and effective documentation.
Requirements
- Bachelor's degree preferred, preferably in an IT or Systems Administration discipline from an accredited four-year college or university or equivalent experience.
- Minimum 2-year experience working as a support analyst or similar role.
- Minimum 2-years’ experience implementing enterprise applications, hardware, and projects (retail focus preferred) or equivalent.
- A+ certification or equivalent preferred
- Minimum 2-year experience supporting Apple iPad.
- In-depth knowledge MDM and Network monitoring systems
- Ability to clearly and positively communicate with vendors & business stakeholders.
- Extensive problem-solving ability & technical knowledge in retail technology
- Ability to multitask and balance several competing priorities.
- Ability to work some evenings, weekends, and holidays.