Help Desk Analyst I

The Helpdesk Analyst I provides Tier I technical support for United Pacific’s retail store environments, field operations, and corporate users. This role supports modern endpoint, cloud, and retail technology platforms, including Microsoft 365, Windows-based systems, point-of-sale (POS) systems, and network connectivity across multiple locations.

Responsibilities include troubleshooting user issues, supporting store back-office systems, assisting with cloud-based services (Microsoft 365 / Azure), and ensuring reliable store operations, including POS, payment systems, and network uptime.

This role actively monitors and manages tickets in the IT Service Management (ITSM) system, provides high-quality customer service, identifies recurring issues, and escalates complex incidents to Tier II/III teams. The Helpdesk Analyst I contributes to process improvements, documentation, and proactive support initiatives to improve system reliability and user experience.

ESSENTIAL JOB FUNCTIONS:

End-User & Store Support

• Provide frontline technical support for store personnel and corporate users across multiple locations
• Troubleshoot Windows-based endpoints (POS, back office systems, laptops, desktops)
• Assist users with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Support identity-related issues (password resets, account lockouts, MFA support)

Retail / POS Environment Support

• Support retail Point of Sale (POS) systems, including transaction flow and store polling
• Troubleshoot issues related to:
• Payment processing (credit/debit, fuel transactions)
• Data transmission to corporate systems (PDI, ERP, back-office systems)
• Deploy software updates and patches to POS and store systems

Networking & Connectivity

• Troubleshoot store-level network issues including:
• WAN connectivity (primary/backup ISP, LTE/5G failover)
• LAN/VLAN connectivity (basic understanding)
• Assist with troubleshooting VPN connectivity to corporate systems
• Escalate firewall/router issues (Fortinet/SonicWall or similar) as needed

Endpoint & Device Management

• Support endpoint provisioning and imaging (POS, BOH, laptops)
• Assist with device management using tools such as:
• Microsoft Intune / Endpoint Manager (basic tasks)
• Remote support tools (e.g., ScreenConnect, RMM platforms)
• Perform hardware break/fix coordination and troubleshooting

Incident & Ticket Management

• Monitor and respond to incidents and service requests in ITSM/ticketing system
• Document clear and detailed troubleshooting steps and resolutions
• Prioritize tickets based on business impact and SLA requirements
• Escalate complex issues to Tier II/III teams with proper documentation

Vendor & Field Support Coordination

• Coordinate with third-party vendors and service providers for:
• POS support
• Network outages
• Hardware dispatch and repair
• Open and track vendor tickets to resolution

Monitoring & Reporting

• Verify store data transmission and system health
• Generate reports for store operations and IT leadership as needed
• Identify recurring issues and trends to improve support processes

Process Improvement & Documentation

• Maintain and update knowledge base articles and SOPs
• Document support procedures and troubleshooting steps
• Identify opportunities for automation and process improvement

General Responsibilities

• Demonstrate strong problem-solving and customer service skills
• Communicate effectively with technical and non-technical users
• Work independently and collaboratively within a distributed team
• Perform additional duties as assigned

JOB QUALIFICATIONS:

Technical Skills

• Experience supporting:
• Windows 10 / Windows 11 endpoints
• Windows Server environments (basic understanding, hybrid preferred)
• Working knowledge of:
• Microsoft 365 (Exchange Online, Teams, OneDrive)
• Microsoft Entra ID (Azure AD) fundamentals (user management, password resets, MFA)
• Basic understanding of:
• Networking (TCP/IP, DNS, DHCP, VPN concepts)
• Experience using:
• Remote support tools / RMM platforms
• IT ticketing systems (ServiceNow, Zendesk, ConnectWise, etc.)

Retail / POS Experience

• Experience supporting retail environments preferred
• Familiarity with POS systems and store operations
• Understanding of payment flow and transaction troubleshooting

Soft Skills & Work Style

• Strong customer service and communication skills
• Ability to prioritize and manage multiple tickets simultaneously
• Detail-oriented and well-organized
• Ability to work in a fast-paced, multi-site environment
• Demonstrated ability to learn new technologies quickly

Preferred Experience

• Experience with:
• PDI or similar ERP systems
• Endpoint management (Intune / MDM)
• Basic cloud concepts (Azure fundamentals)

Certifications (Preferred)

• CompTIA A+ / Network+
• ITIL Foundation
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft 365 Fundamentals (MS-900)