We are seeking a customer-focused Service Desk Analyst to join our Technology Support team. This individual will serve as the first point of contact for retail store employees, providing Tier 1 technical support across hardware, software, point-of-sale (POS), and basic network environments. The ideal candidate is a strong troubleshooter who enjoys helping users, thrives in a fast-paced environment, and is eager to learn new technologies and business processes. This role offers the opportunity to support a nationally recognized brand while gaining exposure to a rapidly evolving technology environment undergoing significant modernization initiatives.
Responsibilities:
- Provide Tier 1 Service Desk support for retail store locations nationwide
- Troubleshoot and resolve hardware, software, POS, and basic network-related issues
- Support store employees via phone, ticketing systems, and remote support tools
- Monitor operational dashboards and respond to system alerts
- Perform system power cycles and assist in outage resolution efforts
- Execute established troubleshooting procedures and support scripts
- Escalate complex issues to appropriate support teams when necessary
- Learn and support proprietary applications, POS systems, and internal business processes
- Document incidents, resolutions, and support activities accurately
- Deliver exceptional customer service while working in a high-volume support environment
Requirements
- Previous experience in a Service Desk, Help Desk, Technical Support, or IT Support role
- Strong troubleshooting and problem-solving skills
- Basic understanding of networking concepts, operating systems, and hardware support
- Excellent verbal and written communication skills
- Strong customer service mindset with the ability to support non-technical users
- Ability to multitask and prioritize issues in a fast-paced environment
- Positive attitude, adaptability, and willingness to learn
Preferred Qualifications:
- Experience supporting Point-of-Sale (POS) systems
- Retail, restaurant, hospitality, or multi-site technology support experience
- Experience working with remote troubleshooting tools
- Familiarity with monitoring dashboards and alerting systems
- Exposure to IT ticketing systems and service management processes
Technical Environment: This team supports a complex retail technology ecosystem that includes:
- Proprietary (homegrown) POS platforms
- Web ordering systems
- SIP and telecommunications integrations
- Backend operational data systems
- Monitoring dashboards and alerting platforms
- Ongoing technology modernization initiatives
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