Desktop Support Analyst

Job Description

Job Description

Position Overview :

As an IT Support Tier 2 Analyst you will be responsible for providing technical support to both warehouse and office employees, working with a range of IT systems and equipment in a fast-paced retail environment. The role focuses on handling escalated IT issues from Tier 1 support, troubleshooting hardware and software issues, and ensuring smooth operations of IT infrastructure during the second shift (2 : 00 PM - 10 : 00 PM or 3 : 00 PM - 11 : 00 PM, Sunday - Thursday).

You will support a variety of systems, including POS (Point of Sale) systems, inventory management software, and warehouse technology, ensuring minimal downtime and optimal performance. This position requires excellent problem-solving skills, a strong understanding of IT infrastructure, and the ability to work efficiently under pressure.

Key Responsibilities :

Provide Tier 2 support for escalated issues from the Tier 1 helpdesk team.

Troubleshoot and resolve technical issues related to workstations, POS systems, inventory management, printers, and other hardware / software in both warehouse and office environments.

Assist with the setup, installation, and configuration of new hardware, software, and equipment.

Ensure IT systems and applications used in retail operations are up-to-date and functioning properly.

Monitor system performance and perform regular maintenance tasks to ensure high availability and minimize downtime.

Respond to, prioritize, and resolve support tickets related to technical issues within established SLAs.

Perform diagnostic tests on systems and provide resolutions for software errors, network connectivity issues, and hardware failures.

Assist with the configuration and support of mobile devices, barcode scanners, and other specialized retail and warehouse equipment.

Support the management of inventory management systems, ensuring accuracy and efficiency.

Perform system backups and restore procedures in case of issues or failures.

Assist with IT projects such as system upgrades, equipment rollouts, and new software implementations.

Document technical issues, resolutions, and procedures in the company knowledge base.

Assist with training Tier 1 support staff on escalated issues and best practices for IT troubleshooting.

Support IT management in improving systems, workflows, and processes across the retail and warehouse operations.

Skills & Qualifications :

2 years of experience in IT support or helpdesk roles, with a focus on Tier 2 or more advanced troubleshooting.

Strong knowledge of Windows operating systems, including Windows 10 and Server environments.

Hands-on experience with networking protocols (TCP / IP, DNS, DHCP) and troubleshooting network issues.

Familiarity with Active Directory, user account management, and group policy configurations.

Proficient in diagnosing and resolving issues with hardware (desktops, laptops, printers, etc.) and peripherals.

Strong ability to work under pressure and prioritize tasks effectively in a fast-paced environment.

Knowledge of IT security best practices and experience implementing them across various systems.

Ability to adapt quickly to changing priorities and work schedules.

• Applicant must possess a minimum of 5 years of experience as a Desktop Support Analyst or in a related role.
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