Help Desk Support Analyst (Tier 1-2)

The System Support Analyst role at Forman Mills Inc supports day-to-day technology operations across store and corporate environments. In this Level 1 and 2 capacity, you will handle help desk service requests, help keep Point of Sale (POS) systems running smoothly, and work toward fast resolution while tracking incidents through closure.

This onsite position is located in Cinnaminson, NJ and requires a minimum of 2 years of relevant experience.

What You’ll Do

• Respond to service requests through telephone, email, instant messaging, and other communication channels.
• Prioritize and schedule requests, issues, and incidents, coordinating with subject matter experts to support quick resolution.
• Track service requests and incidents to closure, documenting the problem solving process, decisions, actions, and final resolution.
• Identify and report compliance issues that require follow up or investigation, including risk assessment.
• Provide local and remote system administration, maintenance, and configuration support.
• Perform Tier 2 triage and resolution tasks such as account creation and network support.
• Monitor store and corporate networks by reviewing the failure list and completing first-level troubleshooting prior to escalation.
• Assess whether issues need escalation and coordinate next steps with IT for appropriate handling.
• Coordinate with IT to implement standard and recurring coding changes to allocation systems, along with adhoc changes requested by the business.
• Address and/or escalate project issues and support resolution through completion.
• Validate restated plans, forecasts, and history post hierarchy changes.
• Own and oversee triage and resolution for open tickets tied to Store and Corporate Systems, Applications, and Hardware.
• Support installation and troubleshooting across applications, operating systems, patches, and hardware platforms.
• Install and configure computer systems, install POS systems and related hardware and software, diagnose hardware and software failures, and resolve technical problems.
• Perform other technical and nontechnical duties as assigned.
• Carry a cell phone and be available for technical assistance during off hours or beyond normal business operations.

What You Bring

• Positive attitude, high self-motivation, and eagerness to learn new skills to support projects and team success.
• Ability to work independently or in a team environment while meeting deliverables and deadlines.
• Working knowledge of hardware and peripheral troubleshooting/support, service delivery systems, remote user networking (e.g., TCP, IP), and operating system support.
• Intermediate knowledge of LAN/WAN environments and telecommunications.
• Intermediate knowledge of Microsoft Active Directory and Exchange.
• Intermediate knowledge of remote access tools.
• Use and knowledge of Microsoft Office applications.
• Very strong interpersonal and customer service skills, including effective communication while maintaining positive relationships with stores, especially over the phone.
• Detail-oriented approach and the ability to coordinate and manage multiple tasks.
• Strong problem-solving and analytical skills with investigative, organizational, and project management capabilities.
• Effective written and verbal communication skills, with the ability to explain complex technical concepts in business terms across all levels.
• Ability to multitask and understand prioritization of deliverables.
• Ability to collaborate across business units including Merchandising, Operations, Finance, Human Resources, and Distribution.
• Ability to apply expertise to everyday business and process issues with minimal direction, while prioritizing effectively.
• Ability to break down complex processes into simpler parts for analysis and improvement.
• 2+ years of relevant retail experience is a huge plus.
• Experience using Service Desk Ticketing Systems is a plus.

Technologies You’ll Work With

• Point of Sale (POS) systems
• Microsoft Active Directory
• Exchange
• Microsoft Office applications
• LAN/WAN environments
• TCP, IP
• Remote access tools
• Service Desk Ticketing Systems