Analyst, Service Desk

Knitwell-Group; Fort Myers (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

KnitWell Group in Fort Myers, FL is seeking an IT help desk associate to support 1500+ Chico’s FAS stores. You will troubleshoot POS, kiosks, phones, and mobile devices, handling inbound calls and self-service work orders with a focus on rapid, friendly customer service.

The role requires high school diploma, hardware/software knowledge, experience in IT support, and willingness to work evenings and weekends. Zendesk experience is a plus, and you will join a team committed to excellent service.

Qualifications

• Experience in IT field supporting inbound customer requests over the phone (password resets, account troubleshooting).
• Experience with POS and network troubleshooting.
• Proficient in Google Workspace and general computer skills.

Responsibilities

• Provide Tier 1 and Tier 2 IT support for store technology including POS, kiosks, phones, and networking.
• Respond to store inquiries via phone and self-service tickets, aiming for first-contact resolution.
• Escalate issues per priority and document resolutions in the ticketing system.

Skills

Customer service

Tier 1 support

Tier 2 support

Problem solving

Password resets

POS troubleshooting

Network troubleshooting

Google Workspace

Education

High School Diploma/GED

Degree in Computer Science preferred

Tools

Zendesk

Job description

About us KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful. Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

Position Objective

This position is responsible for fielding calls from all Chico’s FAS 1500+ retail stores via telephone and self-service work orders to troubleshoot POS, Kiosk, networking, and phones, and mobile devices. This associate should have superior customer service skills and thrive in a fast-paced environment. This position also provides support and Most Amazing Personal Service (MAPS) to stores via inbound and outbound calls regarding procedural questions.

Functional Responsibilities

Demonstrates and upholds company Values and Guiding Principles. Accepts support calls and self-service tickets from stores, providing Tier 1 and Tier 2 support and troubleshooting for all technology hardware and software utilized for our retail locations. Some examples of this technology is: computer hardware, software, peripherals, phones, network. Works Self Service tickets from SSC Queue during low volume times and between inbound calls. Strives for first call first call resolution on every call to meet team KPI standards. Completes quality work orders timely and efficiently to provide the best support for our retail locations. As needed escalates issues based on priority and escalation procedures. Upholds company policy and procedures. Attends and actively participates in team and departmental meetings.

Competencies

Culture Living the Chico’s FAS Values and Guiding Principles by demonstrating Customer Focus, Instilling Trust, Driving Engagement and Delivering Results with High Performance. Decision Quality Making good and timely decisions that keep the organization moving forward. Action Oriented Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Interpersonal Savvy Relating openly and comfortably with diverse groups of people. Situational Adaptability Adapting approach and demeanor in real time to match the shifting demands of different situations.

Education

High School Diploma/GED Required Degree in Computer Science preferred Required Qualifications Experience in the Information Technology field supporting inbound customer requests over the phone. (Password resets, account troubleshooting, Point of Sale troubleshooting, network troubleshooting) Technology oriented with the ability to become proficient in troubleshooting hardware and software issues Strong problem solving skills. Working computer proficiency in Google Business products Ability to work flex schedule to meet business needs, including nights and weekends. Excellent detail orientation Capability to multi-task efficiency and adapt to changing conditions in a fast paced business environment. Strong interpersonal skills with the ability to communicate effectively A passion for IT!

Desirable Qualifications

Previous experience utilizing ticketing system (Zendesk a plus) A+ Certification 1 plus years of POS help desk experience

Location: Corporate FAS Chico's FAS - Fort Myers, FL 33928

Position Type: Regular/Full time

Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact [e-mail]. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful. Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.