Analyst, Store Support - IT

KnitWell Group; United States; Remote; USD 50,000 - 56,000; Full time

Benefits offered by this job

Merchandise discount

Career mobility

Volunteer & charity programs

Medical, dental, vision insurance

401(k)

Employee Assistance Program

Paid time off

Job summary

KnitWell Group is seeking an Analyst, Store Support to manage level 2 incidents for store personnel and support various IT projects across multiple retail brands.

The role requires POS systems expertise, strong customer service, and ability to multitask while coordinating with vendors and store teams.

Qualifications

• Bachelor degree in a computer-related field or equivalent experience.
• Minimum three years' experience with POS systems, Windows OS and Microsoft Office.
• Strong customer service and communication skills with multitasking ability.
• Solid understanding of POS systems and network fundamentals.
• Ability to learn new software packages and provide guidance to others.

Responsibilities

• Resolve level 2 incidents for store personnel and maintain SLAs.
• Troubleshoot POS registers, Apple hardware/software and related peripherals.
• Support third-party technicians during hardware installations and Real Estate events.
• Assist IT leadership with project planning, budgeting, and roadmapping.
• Provide direction for store-related IT projects within budget and schedule.
• Track time, attend support meetings, manage incident tickets and documentation.
• Maintain a 40-hour week with on-call after hours.

Skills

POS Systems

Windows OS

Microsoft Office

Customer Service

Communication

Network Fundamentals

Hardware knowledge

Retail experience

Learning new software

Education

Bachelor degree in computer related field

IT Certifications

Hands-on experience equivalent

Tools

POS Systems

Windows OS

Microsoft Office

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.

Analyst, Store Support

About the role

This is a higher level store support position. Works on difficult or critical issues escalated from level 1 and other team members. Relies on past experience and general instruction to perform the functions of the job. Typically works on various IT projects that require increased skill in multiple technical environments. Develops solutions requiring analysis and research. Provides technical and process guidance to others.

The impact you can have

• Provides exceptional customer service to store personnel through level 2 incident management. Assumes responsibility for maintaining brand service level agreements from a level 2 incident management perspective. Acts as an additional point of escalation for level 1 analysts.
• Works on multiple types of hardware and software issues such as POS registers, apple hardware/software, traffic counters, OrPOS POS software, POS peripherals, etc.
• Assist third party technicians during various hardware installations, deinstallations, Real Estate events and adhoc hardware related projects.
• Interaction with IT leadership to assist in project planning from a budget and resource allocation perspective. Also, provide insight into strategy and technology road mapping sessions.
• Provides direction / oversight for project work related to supporting stores and the store technology to ensure adherence to budget and timeline. Escalate potential issues and risks related to a project as needed.
• Administrative – Tracks time in time tracking tool. Attend support meetings as needed, while maintaining incident tickets, emails, and knowledge documentation.
• Maintains a 40 hour work week plus on call responsibilities after hours.

You’ll bring to the role

• Minimum requirement – 1 or more of the following: Bachelor degree in a Computer Related Field, IT Certifications in the fields relevant to the scope of the position, and/or hands on working experience equivalent to the former mentioned education.
• Must have a minimum of three years' experience with POS Systems, Windows OS, and Microsoft Office products
• Must possess strong customer service skills, excellent oral and written communication skills, and be able to handle multiple tasks at once
• Solid understanding of POS systems
• Working knowledge of network fundamentals
• Understanding of computer hardware
• POS/retail experience required
• Must be able to learn new software packages
• Must have PC advanced troubleshooting skills
• Ability to provide clear direction to others
• Ability to work independently
• Ability to follow schedule and meet deadlines
• Ability to follow process
• Strong attention to detail
• Ability to interact with 2nd and 3rd party support staff
• At ease in working with customers, partners, and suppliers at all levels within the business

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.*
• Medical, dental, vision insurance & 401(K).*
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.*
• The target salary range for this role is: $50,000-56,000*

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

This position works remotely. Occasional travel to a company office may be required.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

#LI-DNI

Location:

Corporate FAS Retail Ops - Remote - 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.