Analyst I IT Service Desk

PUMA Group; Somerville (MA); On-site; USD 52,000 - 69,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

PUMA is seeking an IT Help Desk professional to provide first point of contact support for corporate and retail environments at the Somerville location. You will troubleshoot Windows, macOS, Office365, AD, and retail systems while delivering excellent customer service.

Responsibilities include monitoring ticket queues, coordinating with store managers and IT teams, deploying hardware and software, and participating in on-call rotations roughly monthly.

Qualifications

• 1-2 years providing end-user support in corporate/retail environments.
• College level degree or demonstrated equivalent experience.
• Exceptional customer service and interpersonal skills for in-person and remote support.
• Ability to prioritize incidents, tasks, and projects while managing workload.
• Working knowledge of Windows, O365 Suite, AD, and hardware.

Responsibilities

• Provide first point of contact technical support for Corporate and Retail.
• Troubleshoot Windows, macOS, network, mobile devices, Office365, and Retail systems.
• Manage store incidents to minimize financial impact and outages.
• Coordinate with Store Managers and IT teams on outages and escalations.
• Participate in ticket queue monitoring and own critical tasks.

Skills

End-user support

Customer service

Communication

Prioritization

Team collaboration

Education

College degree or equivalent experience

Tools

Windows OS

Office 365

Active Directory

Meraki MDM

Jamf

macOS

Dell hardware

HP hardware

iOS devices

POS devices

Job description

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy and all genders are welcome.

YOUR MISSION

• Provide first point of contact technical support to both the PUMA Corporate and Retail environments
• Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems
• Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized
• Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations.
• Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business
• Exercise judgment on when to escape unresolved support incidents to higher support teams
• Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications
• Perform hardware and software deployments and partner with third-party consultants for successful implementation
• Oversee asset tracking and inventory management to ensure availability of IT tools for end users
• Participation in off hours on-call rotation approximately once every month.

YOUR TALENT

• 1-2 years providing end-user support to a large end-user base in a corporate and/or retail environment
• College level degree in computer related technologies or demonstrated equivalent experience
• Exceptional customer service and interpersonal skills to provide in-person and remote technical support to end users and the ability to adapt in a fast-paced environment
• Ability to effectively prioritize and organize incidents, tasks and projects while maintaining queue workload
• Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration, Microsoft CoPilot, Dell and HP hardware including laptops, desktops and all-in-one computers
• Hands-on experience administering and troubleshooting macOS, Apple Hardware, iPhones, iPads, iOS using JAMF and Meraki MDM
• Troubleshooting retail devices including POS systems, printers, scanners, credit card readers
• Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP
• Knowledge of Cisco Meraki network equipment a plus

The hiring range base pay for this position is $51,800-$68,905 + Bonus + Benefits

(Benefit Summary Corporate)

Pay may vary depending on job-related knowledge, skills, and experience.

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.

At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal opportunity - no matter your background, identity, or experience. To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgement and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play.

PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000 employees worldwide.

PUMA is an Equal Employment Opportunity (EEO) employer. It is the policy of PUMA to prohibit discrimination and harassment of any type and to afford equal employment opportunities to all persons without regard to race, color, religion, sex, national origin, age, gender, physical or mental disability, veteran-status, or any other characteristic protected by applicable federal, state or local law.