Overview

The IT Technical Support Analyst is accountable for the timely support for IT related issues for head office and retail stores. The primary role of the Technical Support Analyst is to resolve tickets assigned in the IT Service Management tool within the established service levels and to deliver IT services and support with a high level of customer satisfaction. The Level I Technical Support Analyst is the client facing representative for IT and service quality is your priority.

Responsibilities:

•             Deliver IT services assigned through the JIRA Service Desk ticketing system for incidents for the associates and stores.

•             Meet or exceed established service level agreements for IT service delivery for incidents and requests.

•             Maintain a high-level of customer satisfaction with each associate interaction going over and above to resolve the incidents or requests in a timely manner but also performing proactive activities when possible.

•             Act as the point of contact for users and interact with associates by phone, webchat, or email to provide entry support for IT related incidents regarding technical issues related to Hardware, Software for POS and any technology used in store and for issues related to campus hardware, software provided.

•             Escalate incidents to Level 2 Technical Support Analyst who will provide senior level support for IT related incidents.

•             Enable self-service, technical documentation, scripts and automation solutions for repeat incidents or requests.

•             Provide troubleshooting skills and evaluate possible solutions to requests or IT related issues when needed.

•             Adhere to and promote standards related to technology hardware and software to maintain an environment that is simple, efficient, secure, and performant.

•             Adhere to strong cybersecurity practices. Identify and work with the Cybersecurity team to quickly resolve any risks related to cybersecurity, privacy, or compliance.

•             Maintain tickets and queue update following the standards provided to quickly ensure resolution on end user satisfaction.

•             Participate in special projects.

•             Demonstrate a rational and organized approach to work and identify development opportunities.

•             Follow service practices that meet associates and company needs.

•             To provide solutions for network and system-related issues and detailed documentation.

•             To perform analysis and determine problems and document these issues.

•             Consult user guides, technical manuals and other documents to research and implement solutions.

Qualifications:

•             Must be bilingual (English & Spanish / Written and Spoken)

•             1-2 years of demonstrated experience in IT Technical Support roles / hardware & software support / basic network support mobile device support Excellent problem-solving skills.

•             Able to use a computer and the main software packages confidently.

•             Functional experience with Apple devices (macOS) and iPhone/iPad (iOS) hardware and software support.

•             Ability to use own judgement to make quick decisions.

•             Team player, able to collaborate, exchange information and have fun.

•             Ability to follow instructions, write technical documents and procedures.

•             Ability to work in a multi-tasking environment.

•             Analytical thinking skills

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