Help Desk Analyst

Job DetailsJob Location: SOUTH PORTLAND Store - South Portland, ME 04106Help Desk Analyst CULTURE SNAPSHOT Broad River Retail is an organization of integrity, diversity and culture working together for the purpose of ‘Furnishing Life’s Best Memories’. At Broad River, we call all our employees ‘Memory Makers.’ We do this because we know everyone that works for our Company has the power to make positive memories not only for our Guests, but also for their families, co-workers, and communities. We take pride in training and developing our teams so that they can provide a premier customer experience to every Guest. Our Memory Makers are the driving force that has led us to being the largest and fastest growing Ashley licensee in the U.S. and landing us on the Top Places to Work list two years in a row in our industry. AT A GLANCE The Help Desk team provides support to our corporate office staff, retail team members across all retail locations, and our distribution centers. The successful candidate for the Help Desk Lead position must demonstrate excellent customer service, troubleshooting, and technical skills. Strong teamwork and multitasking abilities are essential. The ideal candidate is a self-starter who takes the initiative and maintains productivity. This includes proactively addressing support requests, following up on outstanding issues, and managing tasks with minimal oversight. DAY IN THE LIFE AS THIS MEMORY MAKER Excellent customer service skills: Provide a focus on providing exceptional support to a diverse range of users. Strong troubleshooting and technical skills: Possess proficiency in hardware, software, and network troubleshooting. Handle Tier 1 and Tier 2 Requests: A Tier 2 Help Desk typically deals with both basic (Tier 1) and more complex (Tier 2) support issues, acting as a go-to person for problem resolution. Review and Act on Tickets: Ensuring that all tickets are addressed by the end of the workday is an essential task, helping maintain service standards. Hardware/Software Upgrades and Repairs: Performing technical tasks such as upgrades and repairs aligns with the Lead’s role in ensuring smooth IT operations. Support of Storis ERP System: Providing support for key systems, like an ERP, is common for a Tier 2, who often has more in-depth knowledge. Follow-Up on Requests: Ensuring timely resolution of outstanding requests is crucial for maintaining service levels and user satisfaction. Coverage During Business Hours: As a Tier 2 Help Desk Analyst, maintaining help desk coverage during operational hours is essential. Tier 2 team members contribute by ensuring availability and supporting continuity of service throughout the day. Manage and Monitor Internal Assets: Overseeing inventory and asset management is a suitable responsibility for a Tier 2 Help Desk, ensuring resources are tracked and available. Execute Special IT Projects: Participating in or leading special projects aligns with a Tier 2 role, often involving more complex tasks or leadership in specific areas. Required Travel: Travel to store or distribution center locations will be required for site inventory visits or in-person troubleshooting. Other Duties: Flexibility to take on additional tasks is standard for a Tier 2 Help Desk, as they often fill in gaps as needed. WORKPLACE ENVIRONMENT While performing the duties of this job the employee Must be able to lift up to 15 pounds at a time. WORK SCHEDULE OUTLINED ON SITE, HYBRID, REMOTE WITH EXPECTATIONS Ability to work independently, as well as, in a collaborative team environment within an office setting. Physical requirements such as extended periods of sitting and computer use may be required. Ability to communicate effectively verbally, in writing, and/or electronically. Ability to use logical reasoning for simple and complex problem solving. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations may be made to empower individuals with disabilities to undertake the essential duties and responsibilities of the position. MEMORY MAKER PERKS & BENEFITS Salary Range: $55,000-$60,000/annual salary Medical, dental, vision, and life insurance options Paid time off and 401K matching contribution Employee discount (40%) at BRR locations Internal Opportunities for career growth and advancement OUR COMMITMENT TO YOU Broad River Retail is committed to creating a place where everyone feels respected, valued, and able to reach their full potential. Regardless of race, gender, religion, sexual orientation, age, disability, or if you’re parenting the next generation of Memory Makers, we firmly believe our work is at its best when everyone feels free to be their most authentic self. QualificationsWHAT YOU’LL NEED TO SUCCEED Experience with Windows 10, Windows 11, Mac OS X (Other OS’s as they emerge) Office 365/Azure Active Directory maintenance Mac and PC hardware Printers, scanners, computer peripherals (Label Printers, RF Scanners, MFC, etc.) Experience working with ticketing systems to track, prioritize and resolve support requests in adherence to standard SLA policies. VOIP support experience Mobile devices (iOS, Android) Client PC connectivity - Ethernet, TCP/IP, DNS, DHCP, and VPN Shared Drive (Mappings) Strong customer service and troubleshooting skills Ability to communicate technical information, both verbal and written, to a wide range of end-users 3 years+ experience supporting a Windows/Mac environment An Associate’s degree or Bachelor’s degree is preferred Preference will be given to candidates with training, experience or certification in IT or networking The ideal candidate is a self-starter who takes the initiative and maintains productivity. This includes proactively addressing support requests, following up on outstanding issues, and managing tasks with minimal oversight.