Service / Help Desk / Technical Support

Corporate Office - Knoxville, TN

Altar’d State is a rapidly growing women’s fashion brand with more than 120 boutiques in 38 states. 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 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.

Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform

Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations

Install, modify, and repair computer hardware and software

Facilitate and direct resolution with on site technicians or vendors as needed

Provide accurate information on IT products or services

Maintain the highest level of guest service

Identify and elevate situations requiring urgent attention

Writing and editing technical documentation

Additional special projects as assigned

Customer oriented and cool under pressure

Experience with any system support ticketing platform

Experience with installing, configuring, administering and troubleshooting a wide range of desktop hardware and software

Knowledge of networking hardware including routers, switches and VPN appliances

1-2 years in a customer service focused role

Stand Out For Good, Inc. is an equal opportunity employer and values diversity. 34 in Fortune Best Workplaces for Women™ 2022

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