EVERYTHING BUT WATER · 10 hours ago
System Support Analyst
Florida, United States
Full-time
Hybrid
Entry Level
1+ years expEverything But Water is the largest specialty retailer of women’s swimwear and resortwear in the US, and they are seeking a System Support Analyst to provide Level 1 and Level 2 technical support to retail stores and corporate users. This role involves handling Help Desk requests, troubleshooting technical issues, and ensuring a positive end-user support experience.
RetailE-Commerce
Responsibilities
Serve as the primary point of contact for IT support requests
Handle Level 1 and Level 2 tickets following documented procedures
Troubleshoot and resolve common issues related to:
User access and password resets
Microsoft 365 applications
POS peripherals (printers, scanners, pin pads)
Zebra handheld devices and endpoints
Laptops, desktops, and basic workstation issues
Provide clear communication and timely updates to users throughout the ticket lifecycle
Accurately document troubleshooting steps, resolutions, and user communications
Escalate unresolved or complex issues to the Sr. Systems Support Analyst or Application Support Analyst as appropriate
Follow established escalation criteria and workflows
Assist in identifying recurring issues and patterns
Perform assigned weekly and monthly operational tasks
Assist with onboarding and offboarding activities (user access, equipment setup)
Support routine system checks and maintenance activities
Follow standardized processes and checklists
Assist with hands-on support for IT equipment as required
Support hardware staging, imaging, and deployment
Assist with store hardware replacements and basic network equipment swaps (under guidance)
Coordinate with senior team members and vendors for escalated infrastructure issues
Follow Knowledge Base (KB) articles and documented procedures
Provide feedback to improve existing documentation
Assist with documenting new issues or updated procedures as requested
Ensure tickets are closed with proper notes and resolution details
Participate in an on-call rotation to support critical application and system issues
Respond to after-hours incidents that require application-level expertise
Provide escalation support during major outages or business-critical events
Participate in assigned IT projects that may vary in scope, duration, and complexity based on business needs
Provide technical support for short-term and long-term initiatives, including system upgrades, store openings, relocations, and process improvements
Assist with project planning, testing, deployment, and post-implementation support as requested
Collaborate with internal teams, vendors, and stakeholders to ensure project objectives and timelines are met
Adapt to shifting priorities and support multiple initiatives concurrently when required
Work closely with senior support analysts and application support teams
Communicate technical issues clearly to non-technical users
Maintain a professional and customer-focused approach to support
Contribute positively to team workflows and service standards
Qualification
Required
Associate's or Bachelor's degree in Information Technology or equivalent work experience
1-3 years of experience in an IT support or Help Desk role
Willingness to learn enterprise systems & applications
Strong customer service and troubleshooting skills
Basic experience with Microsoft 365 and Windows operating systems
Familiarity with help desk ticketing systems and workflows
Ability to follow documented procedures and escalation paths
Strong attention to detail and documentation skills
Ability to prioritize tasks in a fast-paced support environment
Effective verbal and written communication skills
Ability to sit and work at a computer for extended periods
Ability to lift and move IT equipment (up to 50lbs) as needed
Preferred
Experience supporting retail or distributed environments preferred
Benefits
401(K) participation
Merchandise discounts
Additional benefits for eligible Associates
Company
EVERYTHING BUT WATER
Everything But Water is an online retailer of swimwear and accessories for women.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Janet D'Anjou
Chief Financial Officer
Company data provided by crunchbase