Technical Support Analyst - Dayshift

Dillard's, Inc.; Little Rock (AR); On-site; USD 42,000 - 64,000; Full time

Job summary

Dillard’s is seeking a Technical Support Analyst for its Data Center team in Little Rock, Arkansas. The role requires a flexible schedule including holidays, weekends, and after-hours as needed.

You will support IT service users by resolving hardware, software, and service issues and collaborate with internal IT departments to mitigate vulnerabilities. Requirements include 2+ years in IT help desk or support, strong problem-solving and communication skills, and the ability to work independently

Qualifications

• 2+ years of experience in help desk or IT support.
• Strong problem-solving and decision-making skills.
• Excellent verbal and written communication.
• Ability to work weekends, holidays and after-hours when required.
• Authorized to work in the United States without sponsorship.

Responsibilities

• Provide technical software and hardware resolutions to IT resource users by diagnosing and guiding 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 escalate issues when necessary.
• Clearly communicate technical solutions in a user-friendly, professional manner.
• Record interactions in the service ticket database.
• Identify and document resolution to recurring inquiries.
• Occasionally assist other staff and monitor open tickets to ensure timely resolution.
• Provide equipment upgrade and maintenance assistance to personnel at all Dillard’s operating locations.

Skills

Help desk experience

Customer service

Communication skills

Problem solving

Teamwork

Flexible schedule

Attendance reliability

Independent worker

AI proficiency

Job description

Dillard’s is looking for a Technical Support Analyst to join our Data Center team in Little Rock, Arkansas. This role requires the flexibility to work a varied schedule, including holidays, weekends, and after-hours shifts as required.In this role, the main objective is supporting Dillard's Information Technology service users through the resolution of intricate operational or procedural challenges involving hardware, applications, and services. Additionally, the team collaborates across all internal IT departments to address and mitigate vulnerabilities.

ROLES & RESPONSIBILITIES

• Provide technical software and hardware resolutions 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 **escalate** 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.

REQUIRED SKILLS

• Authorization to work in the United States without sponsorship
• At least two years of experience working in help desk or technical support call center 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
• Must be able to work a flexible schedule, which includes weekends, holidays, and in some cases after-hours.
• A high level of attendance is required as an essential function of this position.

MINIMUM YEARS OF EXPERIENCE

• 2 Year s

DESIRED SKILLS

• 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