Analyst I IT Service Desk

·        1-3 years providing end-user support to a large end-user base in a remote-working environment 

·        College level degree in computer related technologies or demonstrated equivalent experience 

·        Exceptional customer service and interpersonal skills and the ability to adapt in a face-paced environment 

·        Ability to effectively prioritize and organize multiple projects/tasks while maintaining queue workload

·        Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration and hands-on experience configuring and troubleshooting Dell/HP/Apple laptops/desktops and iPhones

·        Experience with computer imaging processes, Symantec Endpoint or Microsoft Defender, Adobe Creative Suite

·        Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP

·        Knowledge of Cisco Meraki network equipment, Retail POS systems, and macOS a plus

·        Provide first point of contact technical support to both the PUMA Corporate and Retail environments

·        Troubleshoot and resolve a large variety of technical issues including MS Windows, Mac, network, Office365, and Retail systems

·        Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized

·        Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations.

·        Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business

·        Exercise judgment on when to escalate unresolved support incidents to Tier II level

·        Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications

·        Perform hardware and software deployments and partner with third-party consultants for successful implementation

·        Oversee asset tracking and inventory management to ensure availability of IT tools for end users

·        Participation in off hours on-call rotation approximately once every two months.