IT Support Analyst

DTLR, Inc.; Hanover (MD); On-site; USD 42,000 - 68,000; Full time

Job summary

DTLR, Inc. Store Support Specialist provides daily IT support for DTLR stores, corporate office, and distribution centers, resolving hardware, software, and connectivity issues and maintaining store registers and PCs.

You will document contacts, run test scripts, assist with new store setup, and provide onsite training; the role requires an Associate degree and industry certifications, strong communication, and the ability to work in a fast-paced retail environment.

Qualifications

• 3 years Help Desk experience in a corporate environment supporting PC, laptop, and application support in a Microsoft environment.
• Associates Degree or the equivalent in job-related experience.
• Microsoft, Cisco, Citrix, and VMWare certifications encouraged

Responsibilities

• Technical support for hardware, software, and connectivity issues at store locations.
• Enter data into computer systems to store, retrieve, and analyze data.
• Document all support contacts, actions taken, and resolutions.
• Onsite training in local stores to enhance knowledge base.
• Run test scripts on back end test systems and POS systems.
• Support new store setup and installation of hardware and software.

Skills

Help desk experience

Windows administration

Communication skills

Ticketing system experience

Project/time management

Analytical problem solving

Retail operations knowledge

Education

Associates Degree or equivalent

Tools

Dell KACE

Track-IT

HEAT

Nagios

VMware

Citrix

Microsoft Exchange

Job description

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.

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.