Service Desk Analyst

Purpose The Service Desk Analyst serves as the first point of contact for all end users including but not limited to Store locations, Field Teams, Home office, and distribution center staff. Objective To provide a world‑class customer experience for the End User by supporting the organization in any and all IT related issues. Responsibilities Deliver a World‑Class Customer Experience Provide Technical support for the End User Tower, resolving common hardware, software, or network related issues through diagnosis, troubleshooting, solutions, and documentation. Provide Stores world‑class IT support regarding POS, peripherals, LAN, WAN, mobile, web‑based applications, or any other issues Stores need to support our customer. Provide Home Office and Distribution center world‑class IT Support regarding hardware, phones, network, application, and web‑based applications. Configure computer and telecommunications equipment and repair as needed. Answer phone calls and respond to voicemails. Handle IT related incidents through a ticket queue management system, driving tickets to resolution with urgency, efficiency, and accuracy. Handle walk‑up customers to the IT Service Desk location at home office. Document new IT procedures, maintain/update existing standard operating procedures, and record ticket history notes. Escalate high‑level incidents to appropriate teams with urgency, ownership, and follow‑through. Familiarize with the People, Process, Operating Framework and technology of the organization. Provide World‑Class support during business hours for Stores, Home office, and distribution center teams. Provide World‑Class On‑Call support to Stores, Home office, and Distribution center teams after operating hours. Attributes Positive, Adaptable, Solution oriented Customer Experience focused Aggressive, Competitive, Committed, Energetic Natural problem solver Self‑motivated Team player Multitasker Calm, patient, empathetic Urgent Attention to detail Passion for technology Curious & active Self learner Willingness to step outside of your comfort zone Flexible schedule with the ability to work during operating hours, including evenings, weekends, and holidays Available to support the business in a rotating 24/7 on‑call environment Humble, curious, and a voracious learner Forward thinking, creative, and collaborative Approachable, calm, and confident High degree of emotional intelligence Precise and effective in verbal and written communication Embraces risk, hates the status quo and rules, and fosters the idea that fair is almost never equal Seeks creative solutions, dives into the unknown, and feels comfortable out on limbs Thrives in the complexity of working through influence without authority Natural problem solver and differentiates where in the technology stack an incident occurs Skills Communication – Listening, writing, verbal, non‑verbal, questioning Knowledge – Technical, business, ITSM (useful) Customer Service Experience Troubleshooting Problem solving Time Management & Personal Organization Preferred Qualifications & Experience Customer Service experience preferably in a retail environment Experience with Retail technology Experience with Windows, Mac, and Linux operating systems Basic understanding of computer networking systems Bachelor's degree in IT or equivalent experience preferred IT technical certification preferred (A+, MCP, MCSE, or MCSA) BA/BS in Information Technology, Computer Science, or equivalent field experience (but not required) Demonstrated proficiency in both Windows and Mac Operating Systems 3–5 years of experience in database, network, or preferably system administration (but not required) 3–5 years of experience with scripting and automation tools, JAMF and/or BigFix experience a plus but not required Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of securely deploying end‑user devices to field teams Physical Demands and Work Environment Ability to sit at a workstation in an office environment for extended periods of time and work on a PC without limitations Ability to move about, sit, bend, and squat in an office environment to access files and gather information Occasional travel to Zumiez production locations, stores, and events may be required Ability to lift 30 lbs occasionally Benefits Salary Range: $21.00 – $26.00 per hr Medical, Dental, & Vision Insurance, following an initial wait period Matched 401(k) after meeting qualifications Paid Parental Leave Sick Time Eligible Life Insurance Paid Vacation Stock Purchase Program Open, casual, pet‑friendly office environment Employee Discount on Zumiez product On‑site skate park, on‑site cafeteria #J-18808-Ljbffr ROLE