What are the responsibilities and job description for the Support Analyst position at American Signature Inc.?
At American Signature Inc., we believe everyone has the right to a well-furnished life. Since 1948, we have been helping families fill their homes with furniture they love. Our company includes more than 120 family-owned and operated stores. As a Support Analyst you are a part of this family and critical to our success.
The Support Center Analyst is responsible for efficient, accurate and friendly delivery of support. This position interacts with other IT groups, Corporate departments, and Store Operations. The position will require the ability to manage multiple priorities, including tickets, daily tasks and projects, while working closely with other team members. This position requires excellent communication skills, an ability to work patiently with others, and a positive attitude.
What Your Day To Day Will Look Like
The Support Center Analyst is responsible for efficient, accurate and friendly delivery of support. This position interacts with other IT groups, Corporate departments, and Store Operations. The position will require the ability to manage multiple priorities, including tickets, daily tasks and projects, while working closely with other team members. This position requires excellent communication skills, an ability to work patiently with others, and a positive attitude.
What Your Day To Day Will Look Like
- Provide high quality support services to the end user community for both critical and non-critical issues
- Perform basic installation, configuration, and troubleshooting of hardware, software and configuration issues and ensure documented procedures are adequately updated where necessary
- Review and prioritize tickets to ensure that the most critical issues are being addressed
- Document and track all issues in our ticketing system to ensure quality service
- Participate in continual service improvement processes.
- Provide basic desk side support as requested
- As needed, provide basic technical support coverage
- Facilitate onboarding tasks for new team members within IT
- Handle inside wiring requests for damaged connections and additional network needs
- Work with third party vendors to coordinate, implement and validate required services
- Handle MACD cell phone requests for the organization
- Assist with the procurement of peripherals and other computer supplies through our financial applications
- Build and maintain respectful relationships with team members within and outside of IT
- Foster a positive learning environment to help team members succeed and promote an engaged work environment
- Maintain an understanding of business processes and procedures
- Promote and support a culture of service and curiosity
- Conduct research on emerging issues, problem, trends
- Advocate for the best customer experience
- Be flexible to shifting priorities based on business goals and objectives
- Highly organized, independent personality
- Proven success troubleshooting and resolving issues.
- Embody our values: Serve Others and Own it.
- Solid written and oral communication skills.
- Exceptional interpersonal skills, with a focus on customer service and experience.
- Ability to effectively prioritize and execute tasks.
- Experience working in a team-oriented, collaborative environment.
- Embraces change and process management.
- Knowledge of ServiceNow
- Basic ASI internal store operations experience a plus.
- Previous experience working with terminal based applications.
- Basic knowledge of IT technologies including Windows Operating Systems, Active Directory, Apple iOS, TCP/IP, DNS, networking and wireless technology.
- Basic knowledge of VOIP and general phone systems.
- ITIL certification a plus.
- Experience with Service Now a plus.
- Bachelor’s degree preferred but not required.
