Analyst I IT Service Desk

• Provide first point of contact technical support to both the PUMA Corporate and Retail environments
• Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems
• Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized
• Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations
• Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business
• Exercise judgment on when to escalate unresolved support incidents to higher support teams
• Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications
• Perform hardware and software deployments and partner with third-party consultants for successful implementation
• Oversee asset tracking and inventory management to ensure availability of IT tools for end users
• Participation in off hours on-call rotation approximately once every month

• 1-2 years providing end-user support to a large end-user base in a corporate and/or retail environment
• College level degree in computer related technologies or demonstrated equivalent experience
• Exceptional customer service and interpersonal skills to provide in-person and remote technical support to end users and the ability to adapt in a fast-paced environment
• Ability to effectively prioritize and organize incidents, tasks and projects while maintaining queue workload
• Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration, Microsoft CoPilot, Dell and HP hardware including laptops, desktops and all-in-one computers
• Hands-on experience administering and troubleshooting macOS, Apple Hardware, iPhones, iPads, iOS using JAMF and Meraki MDM
• Troubleshooting retail devices including POS systems, printers, scanners, credit card readers
• Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP
• Knowledge of Cisco Meraki network equipment a plus

Knowledge of Cisco Meraki network equipment

• Bonus
• Benefits (Benefit Summary Corporate)