Desktop Support Analyst

202

Full Time

The Primary responsibilities is to provide technical support to end users on various technical issues, problems relating to hardware, software and peripherals.  Troubleshoot/solve problems in a timely/accurate manner and provide end-user assistance.  Monitor and maintain the company desktop\laptop computer systems, installations, imaging, and configuring hardware/software.  Excellent problem solving skills is needed in order to diagnose, evaluate and resolve complex problem or situations on multiple OS platforms and various computer programs and applications on desktops, laptops, mobile devices, printer\scanners and videoconferencing\AV equipment, etc.   

 

What responsibilities does this position have?

• Central point of contact for multiple OS platforms (including Windows 8\10, MAC OS and IOS) on desktop computer hardware and peripherals and various computer programs and applications.     
• Develop checklists for typical problems and recommend procedures and controls for problem prevention.
• Perform support and provide exceptional customer service on all hardware, software and other equipment.
• Administer all service calls for desktop programs and troubleshoot all desktop hardware and wireless devices for all corporate, remote and some store management staff in person, via phone\remote connection or email as appropriate.
• Analyze network issues, monitor tasks, escalate issues and provide effective resolutions for IT issues. Coordinate with team members to resolve all end user issues effectively.
• Provide training (including occasional classroom training courses) when needed and train new users on use of computer equipment, network login practices, and remote connectivity practices.
• Create, maintain and publish relevant support documentation in order to assist all end users for a quick resolution on incidents and service requests and enable users to become more self-sufficient.
• Assist with maintaining active directory accounts as needed.
• Upgrade components (software, drivers, BIOS update etc.) on all systems.
• Responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands and work in a dynamic, fast-paced environment which provides services over the phone, remote connectivity, e-mail, phone, and in person.
• Maintain Hardware\Software Inventory Database on regular basis.
• Perform user administration duties as needed.
• Maintain professional relationship with all users.
• Analyze IT trends for issues and prepare reports as necessary or requested.
• Requires independent work, sharing information and assisting others with work orders. 
• Be a highly motivated team player with the skills and ability to manage changing priorities.

 

Requirements

• BS or Associate degree preferred.  Three - four years hands-on experience working in an end-user desktop support role or computer operations environment role.  Certifications a plus.
• Microsoft Office 2013\2016, O365, Outlook, Ivanti, Zendesk, Acronis, Visio, MS Project, Visual Studio, Adobe Creative Suite, AutoCAD Architectural Desktop, multiple browser support, etc. (installing, configuring, supporting).  Oracle installation practices a plus.
• Windows 8, Windows 10, Mac IOS, mobile device (IOS and Android) to include installing, configuring, supporting.
• General knowledge Windows Server 2012-2016 and Active Directory.
• Remote Desktop, VPN, AMP and Umbrella installation and support.
• Printer/peripheral device troubleshooting.
• Virus removal, installing updates including BIOS and driver updates.
• Technical knowledge of current protocols, operating systems, and standards.
• Able to read and understand technical manuals, procedural documentation and OEM guides.
• Good interpersonal skills working with all personality levels.
• Exceptional customer service skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent written, oral, and interpersonal communication skills.
• Ability to conduct research on hardware and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Strong attention to detail and ability to prioritize assignments and multitask.
• Team-oriented and skilled in working in a collaborative environment.

What kind of individual are we looking for?

• Professional craftspeople. They keep up with best practices by reading industry blogs, leading authors’ books on design, techniques, and tools, and leading and emerging websites about modern technologies.
• Passionate practitioners. They love all things technical.  They care deeply about not only doing a job well, but doing it right.
• People hungry for what’s next. They are aware of what’s going on in the field now and even have some idea of what’s on the way, but follow leaders in the field about what they see coming and how we can make it relevant to our business.
  
  

Why Join Rack Room Shoes?

If shoes aren’t enough to entice you to join our team, then perhaps working with a team full of forward-thinking, smart problem solvers who are looking for an optimal union of technology and communication... Sound appealing now?

How about our extensive benefits package for all full-time employees (which includes medical, dental, vision, and 401k)?

 

Who Are We?

We’re the small but growing Information Technology team for Rack Room Shoes and Off Broadway Shoe Warehouse. Our mission is to provide excellent infrastructure, support, and innovation to achieve the best outcomes for our team members to provide exceptional service.  We are looking for a new member to join our passionate team.

Fun Facts

• A mobile device library for testing, and… well, for fun.
• A brand new state of the art building.
• New workspaces, ergonomic chairs and plenty of space dedicated to collaboration.
• Fitness Center with locker rooms and Employee Lounge on premises.
• Fresh fruit provided weekly.
• All the Starbucks coffee you can drink!

Store Number: HQ

Headquarters

Pay Range:

8310 Technology Drive

About Rack Room Shoes

Great shoes for men, women and children in comfort, dress, casual, and athletic categories make Rack Room Shoes the family footwear retailer of choice. The company offers a wide selection of nationally recognized brands known for their quality. Rack Room Shoes also offers an assortment of exclusive private brands commissioned from the best manufacturers in the business. Our private brands offer customers great styles and outstanding values, which translates into satisfied, loyal, repeat customers.

Charlotte, North Carolina US

Rack Room Shoes provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, marital status, disability, genetic information, age, military service, or any other characteristic that is protected by applicable law. This policy of equal employment opportunity extends to all aspects of employment including, but not limited to, recruitment, hiring, training, promotion, transfer, reassignment, demotion, discipline, discharge, performance evaluation, compensation and benefits.