Help Desk Support Analyst (Tier 1-2)

Forman Mills Inc supports employment opportunities across Store, Distribution Center, and Corporate locations, and this onsite role in Cinnaminson, NJ focuses on keeping retail and business technology running smoothly. As a Help Desk Support Analyst (Tier 1-2), you will deliver practical Level 1 and 2 support for Point of Sale (POS) systems, Merchant Systems, and related peripherals and software, helping minimize service interruption.

What you’ll do

• Respond to service requests by telephone, email, instant messaging, and other communication channels
• Prioritize and schedule requests, issues, and incidents, collaborating with subject matter experts to drive timely resolution
• Track service requests and incidents to closure, documenting the problem solving process, decisions, actions, and outcomes
• Identify and report compliance issues that require follow up, investigation, and risk assessment
• Provide local and remote system administration, including maintenance and configuration
• Triages and resolves issues at the Tier 2 level (including items such as account creation and network support)
• Assess when an issue must be escalated further and coordinate the next steps with IT
• Monitor store and corporate networks, review the failure list, and perform first level troubleshooting and assessment prior to escalation
• Coordinate with IT to implement standard and recurring coding changes to allocation systems, plus ad hoc changes requested by the business
• Address and/or escalate project issues quickly to support resolution
• Own and oversee triaging and resolution of open tickets tied to Store and Corporate Systems, Telco/Data Circuits, Applications, and Hardware
• Support installation, troubleshooting, application support, operating systems, patches, and hardware platforms
• Install and configure computer systems, install and configure POS systems and related hardware and software, diagnose hardware and software failures, and resolve technical problems
• Perform other technical and nontechnical duties as assigned

Support that fits your strengths

• Provides Level 1 and 2 technical assistance with a clear path to escalation when needed
• Includes hands on system support, monitoring, ticket ownership, and coordination with IT for recurring and ad hoc changes

What you bring

• Positive attitude and high self motivation, with eagerness to learn new skills and apply them to project and team success
• Ability to work independently or in a team environment while meeting deliverables and deadlines
• Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking (TCP, IP, etc.), 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 such as Logmein and Dameware
• Use and knowledge of Microsoft Office applications
• Very strong interpersonal and customer service skills, including effective communication while maintaining positive relationships in person and especially over the phone with stores
• Detail oriented with the ability to coordinate and manage multiple tasks
• Effective problem solving, analytical skills, investigative skills, and organizational and project management skills
• Effective written and verbal communication and presentation skills to express complex technical concepts in business terms across all levels of the business
• Ability to multitask and understand prioritization of deliverables
• Ability to collaborate across teams supporting overall organizational needs (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
• Minimum 2 years of relevant retail experience is a huge plus
• Experience using Service Desk Ticketing Systems is a plus
• Intermediate technical certifications are a plus

Availability

• Must provide and carry a cell phone
• Must be available for technical assistance and support during off hours or beyond normal business hours

Tools and technologies

• Point of Sale (POS) systems
• TCP, IP
• Microsoft Active Directory
• Exchange
• Logmein, Dameware
• Microsoft Office applications
• Service Desk Ticketing Systems