Help Desk Analyst

Job Description

Job Description

Our Heritage: An American Original Since 1977

Founded on the Upper East Side of New York City by brothers Jay and Kevin McLaughlin, J.McLaughlin was built on a simple idea: great style feels personal.

From a single neighborhood shop to nearly 200 stores nationwide, we have always believed in being local and loyal—to our customers, our communities, and one another. Today, nearly 1,000 employees bring the brand to life across the country, from Maine to Maui.

For over 20 years, our corporate home has been in Greenpoint, Brooklyn, where creativity, craftsmanship, and collaboration continue to shape our next chapter.

Giving back is part of who we are. We support the communities we serve through local partnerships, charitable initiatives, and a belief that businesses should leave places better than they found them.

Overview

We are seeking a Help Desk Analyst  to join our IT team , reporting to the IT Service Manager  . This role provides support for J.McLaughlin’s Corporate, Retail & Warehouse users  while contributing to a collaborative, high-performing, and values-driven workplace.

This position is primarily based in our Greenpoint, Brooklyn office and follows a hybrid  schedule, dependent on role and business needs.

About the role

Essential Functions*:

About the role

• Answer calls from stores and provide remote technical support related to the POS hardware, network, retail systems, and store operations.
• Provide technical software/hardware support for corporate, retail and warehouse users.
• Make proper and consistent use of all tools and systems on-hand in researching issues and providing solutions.
• Properly document each contact in the appropriate tracking system quickly and accurately.
• Work with vendor support to resolve technical problems.
• Travel off-site to set up new locations or troubleshoot issues when needed.
• Provide support when scheduled on weekends.
• Perform other related duties as assigned.

Additional Job Responsibilities:

• Other related duties as assigned

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

What we are looking for

Skills & Requirements:

• Associates degree in a related field preferred. Computer software and/or hardware technical training and/or earned college hours is a plus.
• Prior experience in a Help Desk or Technical Support call center with working knowledge of POS software and/or hardware peripherals is preferred.
• Experience in a retail business environment is a plus.
• Must be flexible on schedule to work late evenings and weekends as the business requires.
• Must have a valid driver’s license. Ability to travel locally and domestically required.
• Demonstrated interpersonal skills and excellent customer service.
• Demonstrated aptitude for troubleshooting and diagnosing technical problems.
• Excellent verbal and written skills; outstanding phone etiquette.
• Strong organizational skills.
• Goal-oriented
• Must be a good multi-tasker with the ability to navigate and use multiple systems simultaneously.
• Ability to independently solve problems, think, reason, and learn.
• Working knowledge of database structures and queries.
• Working knowledge of Microsoft Word, Excel, and Access.
• Mac (Apple) computer environment is a plus.

Physical Requirements:

• Prolonged periods of sitting at a desk, standing, bending and working on a computer.
• Must be able to lift up to 20 pounds regularly.
• Must be able to access and navigate various department at the organization's facilities.

Benefits at a Glance

At J.McLaughlin, we design our benefits with the same care and intention as our product. Our benefits are designed to support well-being, flexibility, and long-term growth.

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan with company match (eligibility based on hours worked)
• Generous paid time off and paid holidays
• Hybrid or flexible work environment (role-dependent)
• Company-paid life insurance and disability coverage
• Optional Critical Illness and Accident insurance
• Employee Assistance Program (EAP)
• Clothing allowance and generous discounts on J.McLaughlin merchandise
• Discretionary bonus opportunities (role-dependent)
• Employee referral incentives and commuter benefits

Pay Transparency & Disclaimer

$23 - $26.50/hour, depending on experience, skills, and qualifications.
Compensation and benefits may vary based on role, location, and eligibility. J.McLaughlin reserves the right to modify compensation and benefit programs at any time, in accordance with applicable laws.

Equal Opportunity

J.McLaughlin is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.