Help Desk Analyst

From Mission Mondays, where 10% of our net proceeds go directly to local charitable organizations, to our long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru, we are committed to giving back in meaningful ways to those in need. Help Desk Analysts track all support issues, resolve issues, and follow up on all escalations. This individual works closely with the rest of the IT department to ensure system uptime and prompt resolution to all issues. Primary Responsibilities • Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform • Manage and prioritize central ticketing queue to ensure timely resolution of issues • Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations • Walk Guest through problem solving process • Determine the best solution based on issues and details provided by Guests • Install, modify, and repair computer hardware and software • Facilitate and direct resolution with on site technicians or vendors as needed • Provide accurate information on IT products or services • Follow up and update Guest on status of issues • Maintain the highest level of guest service • Record events, problems and resolution in logs • Identify and escalate situations requiring urgent attention • Writing and editing technical documentation • Additional special projects as assigned Stand Out For Good, Inc. is an equal opportunity employer and values diversity.