Night Shift IT Support Analyst - Batch & Operations

Dillard's; Little Rock (AR); On-site; USD 65,000 - 85,000; Full time

Job summary

Dillard's is seeking a Production Control / Technical Support Analyst for the night shift at our Data Centers in Central Arkansas. The role focuses on resolving IT application, hardware, or service issues and supporting batch processing, with a need to work weekends, holidays, and after hours.

The candidate will provide frontline technical support, document interactions in the ticketing system, and use AI tools to standardize resolutions and streamline workflows in a fast-paced, on-site

Qualifications

• Authorization to work in the United States without sponsorship.
• 2+ years of experience in help desk or technical support.
• Excellent problem‑solving and decision‑making skills.
• Excellent verbal and written communication skills.
• Customer-friendly attitude in a fast-paced team environment.

Responsibilities

• Provide technical software, hardware, and network problem resolution to IT resource users by diagnosing and guiding through steps.
• Function independently.
• Handle phone and email support for moderate system or content issues.
• Identify, resolve, and expand issues when necessary.
• Clearly communicate technical solutions in a user-friendly, professional manner.
• Record interactions in the service ticket database.
• Leverage AI to review ticket histories and draft standardized resolution documentation.
• Occasionally assist other staff and monitor open tickets for timely resolution.
• Provide equipment upgrade and maintenance assistance to personnel at all Dillard's operating locations.
• Ensure all batch processes are started and completed in a timely manner.

Skills

Technical support

Customer service

Problem solving

Verbal and written communication

Independent work

Tools

JCL

Batch scheduling (Zeke)

Job description

Dillard's is seeking a Production Control / Technical Support Analyst for the night shift at our Data Centers in Central Arkansas. The role focuses on resolving IT application, hardware, or service issues and supporting batch processing, with a need to work weekends, holidays, and after hours.

The candidate will provide frontline technical support, document interactions in the ticketing system, and use AI tools to standardize resolutions and streamline workflows in a fast-paced, on-site