IT Service Desk Analyst I - Fast-Paced Support

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

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.