Associate Support Analyst

Required Qualifications

  • Education: Any degree. 

  • Experience: 2 – 3 years of  IT Help Desk experience or relevant schooling/experience. 


  • You’re the front-line technical support specialist. Providing technical support to end users on various hardware, software, and/or peripheral issues. 
  • Responsible for making and receiving calls related to in-store Infrastructure issues. Working those issues to resolution within SLA and following established incident handling expectations.  
  • Accountable for the tech check-in/check-out process. Ensuring 3rd party techs dispatched complete assigned work and help address in-store issues.  
  • Identify and escalate potential systemic issues. Following the defined Problem Management processes.  
  • Process Incident Escalation requests and managing current open escalations.  
  • Outbound calls, Ticket Details, Incident Resolution, etc.  
  • Able to work various shifts as needed with little notification.  
  • Continuous improvement, suggest knowledge or process improvement whenever possible.  
  • Other activities as assigned. 

Preferred Skills

  • Proven experience as a help desk technician or other customer support role 
  • Good understanding of computer systems, mobile devices, and other tech products 
  • Able to work varied shifts as needed with little notice.  
  • Strong written and verbal communication skills. 
  • Customer-oriented, focused on providing the best service possible.   
  • Troubleshoot reported issues following support documentation. 
  • Ensuring all incidents are resolved within SLA.  
  • Escalate new or systemic issues to the next tier of support.  
  • Ability to work various shifts with little notice 
  • High school diploma, GED or equivalent.  
  • Previous ServiceNow Experience preferred 
  • Previous experience in a IT call center supporting a remote workforce is a plus 
  • Previous Retail IT experience is preferred. 
  • Serve as the resolver group for in-store IT infrastructure issues. Resolving store issues with remote troubleshooting, parts dispatch and/or tech dispatch.  
  • Make and Receive calls from stores, supply chain locations and onsite service techs 
  • Perform remote troubleshooting through diagnostic techniques and probing questions. As outlined in the ServiceNow knowledge base. 
  • Determine the best solution based on the issue, troubleshooting and details provided by customers 
  • Work well in a fast paced, ever-changing environment. 
  • Resolve incidents within established SLAs 
  • Participate in Incident and Problem management processes. 
  • Identify and suggest possible improvements on support procedures. 

Apply now