Help Desk Analyst

Corporate Office - Knoxville, TNWho Are We?Altar'd State is a rapidly growing women's fashion brand with more than 120 boutiques in 38 states. We offer a place of respite and a distinctive shopping experience with the latest fashion finds, the most sought-after accessories, as well as charming home décor and gifts.Our Mission“Stand Out. For Good”. At Altar’d State, those four words are more than just our motto, they are why we exist. From Mission Mondays, where 10% of our net proceeds go directly to local charitable organizations, to our long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru, we are committed to giving back in meaningful ways to those in need.The RoleThe Help Desk Analyst is the primary point of contact for technical and operational support issues identified by our stores, home office, and distribution center organizations. Help Desk Analysts track all support issues, resolve issues, and follow up on all escalations. This individual works closely with the rest of the IT department to ensure system uptime and prompt resolution to all issues. This individual will also be part of future technology projects.Leads technology support while coordinating facility needs, including plumbing, electrical, lighting, HVAC, painting, and emergency repairs. Dispatches vendors, tracks progress, ensures timely resolution, and communicates clearly with field leadership. Success requires strong multitasking, prioritization, and a calm, solutions-focused approach in a fast-paced, high-accountability environment, consistently upholding Altar’d State’s service standards.Primary ResponsibilitiesAnswer all calls for help either by phone, chat, email, or portal entry using ticketing platformCoordinates facility maintenance and repairs by dispatching and managing service vendors for plumbing, electrical, lighting, HVAC, and emergency issues.Manage and prioritize central ticketing queue to ensure timely resolution of issuesPerform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locationsWalk Guest through problem solving processDetermine the best solution based on issues and details provided by GuestsInstall, modify, and repair computer hardware and softwareFacilitate and direct resolution with on site technicians or vendors as neededProvide accurate information on IT products or servicesFollow up and update Guest on status of issuesMaintain the highest level of guest serviceRecord events, problems and resolution in logsIdentify and escalate situations requiring urgent attentionWriting and editing technical documentationAdditional special projects as assignedSkills and AbilitiesContribute innovative ideas that enhance the guest experience, drive business results, and elevate brand presentation while encouraging creativity within the team.Strong interpersonal skills and excellent verbal and written communication skillsFoster a collaborative team culture by choosing humility, valuing diverse perspectives, setting ego aside, and supporting peers to achieve shared goals.Consistently prioritize the guest experience by anticipating needs, delivering personalized service, and creating a welcoming environment that builds lasting relationships and brand loyalty.Ability to demonstrate confidence and resilience when facing obstacles, make timely decisions, and take ownership of outcomes while remaining solution-focused in a fast-paced environment.Experience using a helpdesk or ITSM ticketing system to log, prioritize, and resolve support requests efficiently while maintaining accurate documentation and timely follow-up.Experience installing, configuring, administering, and troubleshooting desktop hardware, operating systems, and business applications to ensure minimal disruption to store and corporate teams.Ability to diagnose and resolve issues with printers, scanners, POS devices, and other peripherals to support smooth daily operations removing friction.Working knowledge of networking hardware including routers, switches, and VPN appliances, with the ability to assist in troubleshooting connectivity issues.Understanding of retail operations and the urgency required to support store teams, ensuring technology enables a seamless and positive guest experience.Model a strong work ethic and uphold high standards of performance and accountability to drive results, develop talent, and secure long-term success for the businessEducation and Experience 1–3 years of experience in a support, facilities coordination, or operations role; retailexperience strongly preferred. Proficiency with ticketing systems, IT tools, and communication platforms(phone/chat/email). CompTIA A+ certification or ability to earn certification within 1 year of employmentpreferred. Associate degree in technology, business operations, or related discipline preferred.Stand Out For Good, Inc. is an equal opportunity employer and values diversity. All employment decisions are decided on the basis of qualification, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.We are proud to share that our associates have made us one of Fortune's Best Companies to Work For! Recently, our team has received the following recognition:#73 in Fortune 100 Best Companies to Work For 2023#4 in Fortune Best Workplaces in Retail 2022#93 in Best Workplaces for Millennials 2023#34 in Fortune Best Workplaces for Women 2022 #J-18808-Ljbffr Stand Out For Good, Inc.