Junior Service Desk Analyst

Harry & David; Medford (OR); On-site; USD 42,000 - 66,000; Full time

Job summary

1-800-FLOWERS.COM, INC is seeking a motivated Junior Service Desk Analyst to join our IT team. You will provide first-level IT support, troubleshoot hardware and software, manage tickets, and collaborate with the team to keep systems running smoothly.

This role requires an overnight schedule, including weekends, with shift hours from 11:30 PM to 8:00 AM. Relevant IT background and strong communication are essential for success.

Qualifications

• Associates degree in IT or related field or equivalent experience.
• 1 year of IT support or Help Desk experience preferred but not required.
• Basic understanding of computer hardware, software, Windows OS, and networks.
• Familiarity with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Strong communication and problem-solving abilities.
• Ability to manage multiple requests in a fast-paced environment.
• Willingness to work the overnight schedule including weekends.
• Comfort with phone-based technical support for extended periods.

Responsibilities

• Provide friendly, professional IT support to employees.
• Answer calls, document issues, and aim for first-call resolution using Microsoft Dynamics.
• Create and manage support tickets and pre-approved work orders in BMC Helix.
• Troubleshoot basic hardware, software, network, and application issues.
• Assist with Microsoft 365 account management and password resets.
• Provide remote support using tools like LogMeIn.
• Monitor enterprise systems and escalate issues as needed.
• Document incidents and contribute to knowledge base articles.
• Support daily IT operations and smooth shift transitions.
• Adhere to IT security policies and SLAs.

Skills

IT support

Help Desk

Customer service

Problem solving

Communication

Overnight shifts

Education

Associate degree in IT

Tools

BMC Helix

Remedy

LogMeIn

Microsoft Dynamics

Office 365

Job description

1-800-FLOWERS.COM, Inc. is seeking a motivated and customer-focused Junior Service Desk Analyst to join our Information Technology team!

In this role, you will be an important part of our IT support operations, helping employees across the organization resolve technical issues and ensuring our systems run smoothly. You will provide first-level technical support, troubleshoot hardware and software issues, manage support tickets, and collaborate with team members to deliver exceptional service experience.

This is a great opportunity for someone who enjoys technology, problem-solving, and helping others. Whether you are beginning your IT career or looking to build on your existing technical experience, this position offers valuable hands-on exposure to enterprise systems and IT support operations.

Work Schedule

This position requires a set overnight schedule, including weekends.

• Workdays: Friday, Saturday, Sunday, Monday, and Tuesday nights
• Shift Hours: 11:30 PM - 8:00 AM
• Days Off: Wednesday and Thursday nights

Please note that this is a fixed overnight schedule, and the assigned days and hours are non-negotiable. Candidates must be available to work the full schedule, including weekends.

Key Responsibilities

• Provide friendly, professional, and timely technical support to employees across the organization.
• Answer incoming IT support calls, document issues, and work toward first-call resolution using Microsoft Dynamics.
• Create, track, and manage support tickets and pre-approved work orders through BMC Helix.
• Troubleshoot basic hardware, software, network, and application-related issues.
• Assist employees with Microsoft 365 account management, including account creation, modifications, password resets, and troubleshooting.
• Provide remote technical assistance using support tools such as LogMeIn.
• Monitor enterprise systems, alerts, and scheduled jobs, escalating potential issues as needed.
• Assist with system outages by gathering information, documenting incidents, and communicating updates to affected employees.
• Escalate complex technical issues to senior Service Desk team members while ensuring timely follow-up.
• Maintain accurate technical documentation and contribute to knowledge base articles.
• Collaborate with IT team members to support daily operations and ensure smooth shift transitions.
• Follow established IT security policies, procedures, and Service Level Agreements (SLAs).
• Participate in team meetings, training, and ongoing process improvements.
• Perform additional duties as assigned.

Requirements

Qualifications

• Associate degree in Information Technology or a related field, or equivalent experience.
• 1 year of IT support, Help Desk, or related technical experience preferred but not required.
• Basic understanding of computer hardware, software, Windows operating systems, and network troubleshooting.
• Familiarity with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Strong communication, customer service, and problem-solving skills.
• Ability to manage multiple support requests while maintaining attention to detail.
• Comfortable providing phone-based technical support for extended periods.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Willingness to learn new technologies and develop technical skills.
• Ability to consistently work the required overnight schedule, including weekends.

Preferred Qualifications:

• Familiarity with Active Directory (AD) and Microsoft 365 administration.
• Experience using IT ticketing systems such as BMC Helix or Remedy.
• Exposure to remote support tools such as LogMeIn.
• Basic understanding of LAN, WAN, and network protocols.
• Experience documenting technical procedures or troubleshooting steps.
• IT certifications, such as CompTIA A+ or similar, are a plus.
• Previous customer service or call center experience.

Join Our Team!

At 1-800-FLOWERS.COM, Inc., you'll have the opportunity to gain valuable IT experience, strengthen your technical skills, and make a meaningful impact by supporting employees across our organization.

If you're passionate about technology, enjoy solving problems, and are looking for an opportunity to grow your career in IT, we'd love to hear from you!

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