Job Information
West Marine Service Desk Analyst in Fort Lauderdale, United States
We are seeking a Service Desk Analyst to join our support team located at our Florida Support Center. This on-site position will provide support to our stores, Distribution Centers and corporate users across the US.
The Service Desk Analyst position assists our crew members with technical support of retail point of sale equipment, laptop/desktop computers, software applications, mobile devices, and associated technology. The position provides one-on-one support via phone/chat to West Marine staff. This position also assists with testing of new POS releases and store equipment testing
Essential Duties and Responsibilities:
Take calls and support requests from West Marine store, Distribution Center and Corporate users. Troubleshoot the issue in accordance with our standard documentation. Escalate as needed
Monitor system environments, identify and troubleshoot associated problems impacting performance and availability
Troubleshoot and resolve system and application issues in accordance with our Service Level Agreements (SLAs)
Image management for POS and users’ systems
Create, follow and improve upon Standard Operating Procedures and Knowledge Base Articles.
Configure and troubleshoot MS Office applications for users
User administration in Microsoft Active Directory and other user administrative solutions
Maintain and update documentation for assigned projects and systems
Assist in the implementation of telephone systems, including VOIP and cell phones
Education and Experience
Required:
High school diploma or equivalent
6+ months experience with hardware maintenance and support
6+ months experience supporting Windows and/or Apple environments
Familiar with Microsoft Windows and/or Linux
Familiar with Microsoft Office
Strong written and verbal communication skills with attention to detail
Strong customer service skills
Strong analytical, organizational, and multi-tasking skills
Energetic, highly self-motivated and able to work efficiently and productively in a corporate company environment
Aptitude, willingness, and strong desire to learn new things
Preferred:
College degree or Vocational certificate
Experience with remote desktop management
Experience with remote support tools
Experience with DNS, DHCP, and network protocols
General knowledge of TCP/IP and patch panels
MTA, ACSP, A+ and/or Network+ certification