Help Desk Analyst (Temp to Perm)

Why J.McLaughlin?

J.McLaughlin was founded in 1977 by brothers Kevin and Jay McLaughlin with a mission to create an American Sportswear brand that offered two key components:  classic clothing with current relevance and a retail environment that has a neighborhood feel.  The J.McLaughlin brand has always been more about style than fashion: straightforward, unpretentious, and devoid of the superfluous. Our clothing is rooted in the tradition of sport, work, and play.  With over 150 retail locations, each store is entirely unique, attentively designed to reflect the town's color, character, and architecture. This attention to detail extends to exemplary customer service and local philanthropic engagement.

Our “Culture of Kindness” creates an environment with respect, politeness, consideration, and empathy that creates a family like atmosphere and focuses on giving back to the community. The company has an entrepreneurial spirit which fosters great experience and career opportunities, complemented with our great incentive benefits programs.   

Overview

J.McLaughlin is a specialty American Sportswear and Accessories brand headquartered in New York.  J.McLaughlin has the reputation for being “local and loyal”, building meaningful relationships  within the each community and providing customers with highly personalized service.   We are a growing company with a focus on our culture of kindness, cultivating an exceptional atmosphere in which to work and shop.   

About the Role

We are looking for a Help Desk Analyst to join the team and provide support for J.McLaughlin’s corporate, remote and warehouse users.

Essential Duties & Responsibilities

• Answer calls from stores and provide remote technical support related to the POS hardware, network, retail systems, and store operations.
• Provide technical software/hardware support for corporate, remote and warehouse users.
• Make proper and consistent use of all tools and systems on-hand in researching issues and providing solutions.
• Properly document each contact in the appropriate tracking system quickly and accurately.
• Work with vendor support to resolve technical problems.
• Travel off-site to set up new locations or troubleshoot issues when needed.
• Provide support when scheduled on weekends.
• Perform other related duties as assigned.

Qualifications:

• Demonstrated interpersonal skills and excellent customer service.
• Demonstrated aptitude for troubleshooting and diagnosing technical problems.
• Excellent verbal and written skills; outstanding phone etiquette.
• Strong organizational skills.
• Goal-oriented
• Must be a good multi-tasker with the ability to navigate and use multiple systems simultaneously.
• Ability to independently solve problems, think, reason, and learn.
• Must be flexible on schedule to allow to work late evenings and weekends as the business requires.
• Working knowledge of database structures and queries.
• Must be able to lift up to 20 pounds.

Education and/or Experience:

• Associates degree in a related field or 1-2 years of experience in IT helpdesk.
• Experience in a Help Desk or Technical Support call center with working knowledge of POS software and/or hardware peripherals is highly desirable.
• Computer software and/or hardware technical training and/or earned college hours is a plus.
• Working knowledge of Microsoft Word, Excel, and Access.
• Mac (Apple) computer environment is a plus.
• Experience in a retail business is a plus.
• Must have a valid driver’s license.
• Ability to work from Greenpoint, Brooklyn office a minimum of 4 days per week.

Equal Opportunity

J.McLaughlin is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.