Help Desk Analyst

Stand Out For Good, Inc. is hiring a Help Desk Analyst onsite in Knoxville, TN to serve as the primary contact for technical and operational support across stores, home office, and distribution centers.

Responsibilities

• Answer help requests by phone, chat, email, or portal entry using a ticketing platform
• Manage and prioritize the central ticketing queue to support timely resolution
• Troubleshoot issues using diagnostic techniques across retail stores, distribution centers, and home office
• Guide Guests through a problem-solving process
• Determine and communicate the best solution based on issue details provided
• Install, modify, and repair computer hardware and software
• Facilitate and direct resolution with on-site technicians or vendors as needed
• Provide accurate information about IT products or services
• Follow up and update Guests on issue status
• Maintain the highest level of guest service
• Record events, problems, and resolutions in logs
• Identify issues requiring urgent attention and escalate accordingly
• Write and edit technical documentation
• Support additional special projects as assigned
• Lead technology support while coordinating facility needs, including plumbing, electrical, lighting, HVAC, painting, and emergency repairs
• Dispatch vendors for facility and emergency issues, track progress, ensure timely resolution, and communicate with field leadership

Requirements

• Strong interpersonal skills with excellent verbal and written communication
• Contribute innovative ideas that improve guest experience, drive business results, and elevate brand presentation
• Build a collaborative team culture by practicing humility, valuing diverse perspectives, and supporting shared goals
• Prioritize the guest experience by anticipating needs, delivering personalized service, and creating a welcoming environment
• Demonstrate confidence and resilience, make timely decisions, take ownership of outcomes, and stay solution-focused in a fast-paced setting
• Experience using a helpdesk or ITSM ticketing system to log, prioritize, resolve requests, and maintain accurate documentation with timely follow-up
• Experience installing, configuring, administering, and troubleshooting desktop hardware, operating systems, and business applications
• Ability to diagnose and resolve issues with printers, scanners, POS devices, and other peripherals to minimize operational friction
• Working knowledge of networking hardware including routers, switches, and VPN appliances to help troubleshoot connectivity issues
• Understanding of retail operations and the urgency required to support store teams
• Model strong work ethic and accountability to drive results, develop talent, and support long-term business success
• Proficiency with ticketing systems, IT tools, and communication platforms (phone/chat/email)
• CompTIA A+ certification preferred, or ability to earn within 1 year
• Associate degree in technology, business operations, or related discipline preferred

Education and Experience

• 1–3 years of experience in a support, facilities coordination, or operations role; retail experience strongly preferred
• Experience with ticketing systems, IT tools, and communication platforms (phone/chat/email)
• CompTIA A+ certification preferred; ability to earn within 1 year of employment
• Associate degree in technology, business operations, or related discipline preferred

Technologies

• Helpdesk or ITSM ticketing system
• Ticketing platform
• Ticketing systems
• Computer hardware
• Computer software
• Desktop hardware
• Operating systems
• Business applications
• Printers
• Scanners
• POS devices
• Networking hardware including routers
• Networking hardware including switches
• VPN appliances
• CompTIA A+