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Service Desk Support Specialist

2 months ago

St Louis, Missouri, United States Build-A-Bear Full time
Job Title: Service Desk Analyst

We are seeking a skilled Service Desk Analyst to join our team at Build-A-Bear. As a key member of our IT department, you will provide day-to-day technical support for our stores, offices, and warehouses in North America and the United Kingdom.

Key Responsibilities:
  • Provide Tier 2 technical support for all IT-related issues
  • Train and coach associate-level analysts
  • Support 3rd party vendors
  • Improve efficiency and optimize processes
  • Document technical procedures and processes
  • Manage on-call, in-office, and backup schedules
  • Evaluate and escalate technical issues as needed
Requirements:
  • Associate's degree or technical/trade school and 2 years' experience or equivalent experience
  • 1-3 years providing 1st & 2nd level IT support using a support ticketing solution and POS
  • Experience in supporting Microsoft desktop systems and applications
  • General troubleshooting experience
Preferred Qualifications:
  • Bachelor's degree in computer science or similar field
  • A+ or Net+ certification or equivalent
  • 4+ years Providing 1st & 2nd level IT support while troubleshooting software and hardware issues
  • Experience with ConnectWise
  • Experience in network troubleshooting
  • Skilled with MacOS and iOS devices
  • PowerShell scripting experience
Behavioral Traits for Success:
  • Conscientious, thorough, and precise
  • Naturally cooperative and supportive
  • Comfortable following established procedures and processes
  • Enjoys accomplishing work as an individual
  • Communication is factual, polite, and professional
Working Environment:
  • Typical office environment with climate control and sufficient lighting, ergonomic desk/chairs
  • Hybrid work schedule
  • Call rotation to provide 24/7 support

Your ability to achieve annual department objectives and corporate goals will be measured on judgment, decision making, and execution, service level agreements, escalation rate, improvement initiatives, and stakeholder feedback.