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DTLR, Inc. · 1 day ago

IT Support Analyst

Hanover, MD

Full-time

Onsite

Mid Level

$50K/yr - $55K/yr

3+ years exp

DTLR, Inc. is seeking an IT Support Analyst to join their help desk team. This role involves providing daily IT support for DTLR stores, corporate office, and distribution centers, resolving technical issues, and maintaining store registers and PCs.

ApparelFashionRetail

Responsibilities

Technical support for hardware, software, and connectivity issues at store locations

Recognition, research, isolation, resolution, and follow-up steps for issue resolution

Confers with IT group to obtain information on limitations and capabilities of existing system and capabilities required for optimizing end user productivity

Enter data into computer system to store, retrieve, and manipulate data for analysis of system capabilities and requirements

Documents all support contacts, the action taken, and problem resolution

Onsite training in local stores to enhance knowledge base

Run test scripts on various back end test systems and the test POS systems

Support new store set up and installation of hardware and software

Other Duties as assigned

Qualification

Microsoft WindowsHelp Desk experienceTicketing systemAnalytical skillsNetwork technologiesMicrosoft certificationsCommunication skillsProject managementTime managementOrganizational skillsLeadership skillsDetail oriented

Required

Microsoft Windows 7 Pro, Windows 10 Pro, Windows Server 2008, Windows 2012 Server, MS Exchange Server 2010, MS SQL 2005 & 2008, MS Office 2010, Linux, Citrix, VMWare, Nagios, Thin Clients, Symantec Endpoint Protection

Knowledge of commonly used concepts, practices, and procedures associated with helpdesk management including triage, escalation, follow-up, and end user resolution validation

3 years Help Desk experience in a corporate environment supporting PC, laptop, and application support in a Microsoft environment

Experience with a ticketing system (e.g. Dell KACE, Track-IT, HEAT, etc.)

Proven ability to be self-directed and task oriented with an understanding of correct escalation tactics

Strong communication skills, both written and verbal

Communicate with management, associates, and customers

Must demonstrate an ability to think strategically, plan and organize effectively

Must be able to maintain an exemplary degree of professionalism in all situations

General knowledge of retail math literacy and application of concepts to daily operations

Requires a proficient analytical ability to gather and summarize data for reports

Results driven with demonstrated critical and creative thinking skills. Project management, time management, analytical and superior organizational skills required

Demonstrated leadership and decision-making skills

Proven ability to plan, organize, multi-task, set priorities effectively and efficiently to proactively respond to changing demands, from multiple sources

The ability to execute directives with precision and consistency

Excellent computer skills in a Microsoft Windows environment

Strong organizational, time management and multi-tasking skills

Detail and team oriented

Understanding of network and telephony technologies

Working knowledge of Microsoft products

Participate in night/weekend on-call rotation for store support

Associates Degree or the equivalent in job-related experience