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Altar'd State · 23 hours ago

Help Desk Analyst

Knoxville, TN

Full-time

Onsite

Entry Level

1+ years exp

Altar'd State is a rapidly growing women's fashion brand with more than 120 boutiques in 38 states. They are seeking a Help Desk Analyst to provide technical and operational support to their stores, home office, and distribution center organizations, ensuring system uptime and prompt resolution of issues.

E-CommerceFashion

Responsibilities

Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform

Manage and prioritize central ticketing queue to ensure timely resolution of issues

Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations

Walk Guest through problem solving process

Determine the best solution based on issues and details provided by Guests

Install, modify, and repair computer hardware and software

Facilitate and direct resolution with on site technicians or vendors as needed

Provide accurate information on IT products or services

Follow up and update Guest on status of issues

Maintain the highest level of guest service

Record events, problems and resolution in logs

Identify and escalate situations requiring urgent attention

Writing and editing technical documentation

Additional special projects as assigned

Qualification

CompTIA A+ certificationSystem support ticketingDesktop hardware troubleshootingNetworking hardware knowledgeRetail industry experienceTime managementInterpersonal skillsProblem solving mindsetCustomer orientedVerbal communicationWritten communication