Harbor Freight

Role Description The IT Retail Service Desk Analyst provides guidance, assistance, coordination, and follows up on questions, incidents, or problems of systems applications, hardware, and software installed or maintained in our environment. This role primarily provides Tier I support on a variety of issues to end users. - Respond to various channels including tickets, phone calls, email, and face-to-face requests. - Document, track, and monitor issues to promote timely resolution. Duties and Responsibilities - Answer incoming calls, email, voicemail, and document, troubleshoot and resolve or escalate incident tickets from end users and retail stores. - Resolve hardware and application/software issues within the POS system (Epicor), desktops, servers, printers, and other mission-critical systems. - Analyze the source of problems reported, locate trends, and recommend measures to minimize or eliminate future occurrences. - Help train others and document knowledge for self-help (Tier 0), as well as Tier I and Tier II. - Identify and learn appropriate software applications used and supported by the organization. - Implement and own best practices and business processes, including: - Proactive management of outages and issues. - Active ownership and transition of technical issues. - Knowledge Management and dissemination of information. - Participate in maintaining and updating bulletins, knowledge bases, and frequently asked questions resources on the IT intranet. - Ensure quality of service through: - Documenting all pertinent end user identification information. - Responding to requests in a friendly, confident, and professional manner. - Assist in the research and identification of root causes and systemic issues. - Create support and notification documentation. - Raise individual and team performance level by: - Achieving daily performance and service level goals. - Providing recommendations to management for improvement and compliance. - Complying with all operating procedures and guidelines. - Demonstrating excellence in incident management and problem resolution. - Providing guidance and mentoring to other team members. Scope - Staff supervision and development: No - Decision making: No - Travel: Up to 5% - Flex Designation: Anywhere Compensation and Benefits The anticipated range for this position is $20.91 - $31.30 per hour depending on location, knowledge, skills, education, and experience. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as: - Early access to pay. - Medical, dental, and vision insurance. - Life insurance. - Short-term and long-term disability. - 401k plan enrollment for eligible Associates. - Paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays). - Paid sick time up to 80 hours per year unless otherwise required by law.