DTLR - Support Analyst

R555US DTLR, Inc.; United States; On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k

Sick Leave

Parental Leave

Paid Time Off

Job summary

DTLR, Inc. is seeking a Store Support Specialist to provide daily IT support for stores, corporate offices, and distribution centers. You will resolve hardware, software, and connectivity issues and maintain store registers and PCs. Onsite training and end-user support are included.

The role requires proven Help Desk experience, strong communication, and proactive incident handling, with on-call rotation for after-hours support in a fast-paced retail environment.

Qualifications

• 3 years Help Desk experience in a corporate environment.

Responsibilities

• Provide technical support for hardware, software, and connectivity at store locations.
• Identify, research, isolate, resolve, and follow up on issues.
• Coordinate with IT to understand system capabilities and requirements.

Skills

Windows OS

Linux

Citrix

VMware

Nagios

Thin Clients

Ticketing systems

Communication

Problem solving

Education

Associates Degree or equivalent

Certifications: Microsoft, Cisco, Citrix, VMware encouraged

Tools

Dell KACE

Track-IT

HEAT

Job description

Come work for us! We are looking for dedicated employees to join our team to help our customers have the best experience possible every time they enter a DTLR store. Our employees are key to our success. The Store Support Specialist is a member of the help desk team that provides daily IT support for the DTLR stores, corporate office, and distribution centers. The support provides resolution to technical, computer, and phone issues. This individual is also responsible for regular maintenance and support of store registers and PCs and is the first line of help desk support for end users.

Duties/Responsibilities

• Technical support for hardware, software, and connectivity issues at store locations.
• Recognition, research, isolation, resolution, and follow-up steps for issue resolution.
• Confers with IT group to obtain information on limitations and capabilities of existing system and capabilities required for optimizing end user productivity.
• Enter data into computer system to store, retrieve, and manipulate data for analysis of system capabilities and requirements.
• Documents all support contacts, the action taken, and problem resolution
• Onsite training in local stores to enhance knowledge base.
• Run test scripts on various back end test systems and the test POS systems.
• Support new store set up and installation of hardware and software.
• Other Duties as assigned.

Required Skills/Abilities

Microsoft Windows 7 Pro, Windows 10 Pro, Windows Server 2008, Windows 2012 Server, MS Exchange Server 2010, MS SQL 2005 & 2008, MS Office 2010, Linux, Citrix, VMWare, Nagios, Thin Clients, Symantec Endpoint Protection.

Knowledge of commonly used concepts, practices, and procedures associated with helpdesk management including triage, escalation, follow-up, and end user resolution validation.

3 years Help Desk experience in a corporate environment supporting PC, laptop, and application support in a Microsoft environment.

Experience with a ticketing system (e.g. Dell KACE, Track-IT, HEAT, etc.).

Proven ability to be self-directed and task oriented with an understanding of correct escalation tactics.

Strong communication skills, both written and verbal. Communicate with management, associates, and customers. Must demonstrate an ability to think strategically, plan and organize effectively. Must be able to maintain an exemplary degree of professionalism in all situations.

General knowledge of retail math literacy and application of concepts to daily operations. Requires a proficient analytical ability to gather and summarize data for reports. Results driven with demonstrated critical and creative thinking skills. Project management, time management, analytical and superior organizational skills required.

Demonstrated leadership and decision-making skills. Proven ability to plan, organize, multi-task, set priorities effectively and efficiently to proactively respond to changing demands, from multiple sources. The ability to execute directives with precision and consistency. Excellent computer skills in a Microsoft Windows environment Strong organizational, time management and multi-tasking skills. Detail and team oriented. Understanding of network and telephony technologies. Working knowledge of Microsoft products.

Participate in night/weekend on-call rotation for store support.

Education and Experience

Associates Degree or the equivalent in job-related experience. Microsoft, Cisco, Citrix, and VMWare certifications encouraged

Physical Requirements

While performing the duties of this job, the employee is regularly required to sit, repeated bending, and stooping are requirements for this position. The employee must frequently use hands to finger, handle, or feel; and talk; or hear. The employee must occasionally lift and/or move up to 60 pounds. Specific vision abilities required by this job may include close vision, distance vision, and depth perception. The incumbent must be able to work in a fast-paced environment.

General Information

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. DTLR, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

#LI-DNI Pay range: $50,000-$55,000(Depending on Experience); This role will be eligible for medical, dental, vision, 401k, sick leave, parental leave, and company paid time off plan.

General Information

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. DTLR, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

DTLR is one of the country’s most successful lifestyle retailers with over 400 stores in 26 states. In fusing together our passion for fashion, entertainment, sports and community empowerment, there is no doubt we run the streets. We employ more than 5,000 amazing people who are experts in style and passionate about everything sneaker culture.