IT Helpdesk Analyst

  • Job Tracking ID: 512191-610401
  • Job Location: Fort Mill, SC
  • Job Level: Mid Career (2+ years)
  • Level of Education: BA/BS
  • Job Type: Full-Time/Regular
  • Date Updated: February 28, 2018
  • Years of Experience: Any
  • Starting Date: ASAP

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Job Description:

Broad River Retail dba Ashley HomeStore is looking for a top-notch Help Desk Analyst to join our Help Desk team. The Help Desk team provides support to our corporate office staff and our retail team who work in 18 retail locations. The successful candidate will demonstrate excellent customer service, trouble-shooting and technical skills. Strong teamwork skills are a must.

Basic Function/Responsibilities:

  • Handle Tier 1 and Tier 2 help desk service requests through tickets or phone
  • Ensure that all tickets are reviewed and properly acted upon before end of work day
  • Execute hardware / software upgrades and repairs as assigned
  • Provide support of our Storis ERP system
  • Follow up on outstanding requests and ensure timely resolution
  • Ensure that the help desk is physically covered during business hours
  • Manage and monitor internal assets to ensure accurate inventory records
  • Other duties may be added and/or assigned as needed

Experience and Skills:

Required Experience:

  • Windows 7, Windows 10, Mac OS X
  • Office 365
  • Active Directory maintenance
  • Mac and PC hardware
  • Printers, scanners, computer peripherals
  • Mobile devices (iOS, Android)
  • Client PC connectivity - Ethernet, TCP/IP and VPN
  • File server knowledge
  • Strong customer service and troubleshooting skills
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • 2 years+ experience supporting a Windows/Mac environment

Preferred Experience:

  • An Associate’s degree or Bachelor’s degree is preferred
  • Preference will be given to candidates with training, experience or certification in IT or networking, and previous help desk or call center experience



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