Production Control IT Technical Support Analyst -

Dillard's, Inc.; Mabelvale (AR); On-site; USD 50,000 - 70,000; Full time

Job summary

Dillard’s, Inc. is seeking a Production Control IT Technical Support Analyst to work the night shift at our Data Centers in Central Arkansas.

The role focuses on assisting users with complex IT application, hardware, or service issues, and on executing, monitoring, and resolving batch processing tasks to ensure all applications are ready for the next business day. Responsibilities include providing phone and email support, recording interactions in the ticket system, escalating when needed, and

Qualifications

• Authorization to work in the United States without sponsorship.
• At least 2 years in technical support call centers or production control environments.
• Excellent problem-solving and decision-making abilities.
• Excellent verbal and written communication skills.
• Customer-friendly attitude and ability to work in a fast-paced team.
• High attendance is required as an essential function.

Responsibilities

• Provide technical problem resolution to IT resource users via diagnosis and guided steps.
• Must be able to function independently, manage multiple tickets.
• Handle phone and email support for moderate system or content issues.
• Identify, resolve, and escalate issues when necessary.
• Clearly communicate technical solutions to users.
• Record interactions in the service ticket database.
• Identify and document resolution to recurring inquiries.
• Occasionally assist other staff and monitor open tickets for timely resolution.
• Provide equipment upgrade and maintenance assistance to personnel at all Dillard’s locations.
• Ensure all batch processes start and are completed on time.

Skills

Independent worker

Customer-focused

Excellent problem-solving

Strong verbal and written

Experience in technical support or PRO

Attendance

Authorization to work in the United St

Tools

JCL

Zeke batch scheduler

Job description

Production Control IT Technical Support Analyst -

Dillard’s is seeking a Production Control / Technical Support Analyst to work the night shift at our Data Centers in Central Arkansas. You must be able to work a flexible schedule which includes weekends, holidays, and after hours.This position's primary focus is assisting users of Dillard’s Information Technology services who are experiencing complex procedural or operational problems with IT applications, hardware, or services. It is also responsible for executing, monitoring, and resolving issues with batch processing.Night Shift Operations is responsible for closing the business day and starting the batch processes during the overnight hours, performing systems maintenance, monitoring the performance of the batch processes, and ensuring all company applications are available on time to start the next business day. They are also responsible for providing technical support to all Dillard locations that are still online when the evening shift starts and as those locations come online in the morning.

ROLES & RESPONSIBILITIES

• Provide technical problem resolution to all IT resource users by performing question/problem diagnosis and guiding users through step-by-step solutions
• Must be able to function independently
• Handle phone and email support for moderate system or content issues
• Identify, resolve, and escalates issues when necessary
• Clearly communicate technical solutions in a user-friendly, professional manner
• Record interactions in our service ticket database
• Identify and document resolution to recurring inquiries
• Occasionally assist other staff members and monitor open tickets to ensure timely and effective 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

REQUIRED SKILLS

• Authorization to work in the United States without sponsorship
• Education or at least two years of experience working in a technical support call center or production control environments
• Excellent problem-solving and decision-making skills
• Excellent verbal and written communication skills
• Must possess a customer-friendly attitude with the ability to work in a fast-paced team environment
• A high level of attendance is required as an essential function of this position.

MINIMUM YEARS OF EXPERIENCE

• 2 Year s

DESIRED SKILLS

• Previous experience with data center facilities
• Previous IT Operations or production control experience
• Knowledge of Job Control Language (JCL) and batch scheduling applications (Zeke)
• Experience in an I.T. call center or I.T. help desk environment.
• AI Proficiency: Experience using generative AI tools (like Gemini, ChatGPT, or internal AI features) to streamline documentation, troubleshoot technical issues, and improve resolution workflows
• Efficiency Mindset: A proven track record of using technology to automate repetitive diagnostic or administrative tasks, allowing more time for complex problem-solving