Help Desk Analyst

Responsibilities

• Exceptional Front-line Support: Serve as the friendly, professional first point of contact for all technical inquiries via phone, email, and Team's.

• Ticket Lifecycle Management: Accurately document every interaction within our ticketing system. You will be responsible for creating, categorizing, and updating tickets to ensure no issue falls through the cracks.

• Customer Advocacy: Take full ownership of user issues from initial contact through resolution, providing regular status updates so users are never left wondering about the state of their request.

• Identity Management: Manage user access and perform Active Directory password resets with a focus on security and speed.

• Retail Operations: Support and troubleshoot Point of Sale software and hardware to keep our store's running smoothly.

• Cross-Platform Assistance: Provide empathetic troubleshooting for users working in a mixed Windows and Linux environment.

• On-Call Rotation: Participate in a shared team rotation for weekend on-call support, ensuring our retail teams have the help they need when they need it most.

• Detailed Documentation: A "if it isn't in a ticket, it didn't happen" mindset. You write clear, concise notes that help the next technician understand exactly what steps have already been taken.

• Empathy-First Approach: The ability to remain patient and positive, even when dealing with frustrated users or high-pressure retail situations.

• Active Listening: Truly hearing the user's problem and asking the right clarifying questions to get to the root cause quickly.

• Queue Discipline: The ability to manage a personal ticket queue, prioritizing urgent retail "dead-in-the water" issues over non-critical tasks.

• Conflict Resolution: De-escalating tense situations with a professional demeanor and a "how can I help?" attitude.