Analyst I, IT Service Desk

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 2 days ago

YOUR MISSIONProvide friendly, customer-focused support centered on communication and follow through to confirmed resolution of all support requests
Prompt identification, analysis, and diagnosis of all support issues providing customers with frequent updates on the status of their support request including an ETA for a resolution as well as deploying a loaner machine to end users whose issue is preventing them from completing their job responsibilities
Monitor Service Desk ticket queue to ensure all support requests are addressed in a timely fashion and are assigned to the proper IT team in accordance with PUMA's designated service level agreements and knowledge base instructions
Ensure all support requests received via chat, walk-up, telephone, and email are properly entered into PUMA ITSM tool in accordance with documented SLA/OLA policies
Configure, deploy, and support Apple iOS devices
Proper tracking of all hardware and software assets within asset management tools and in accordance with PUMA asset management best practices including monthly analysis of asset reports to confirm integrity of data
Provide direct support for Retail store systems and applications including MS Windows servers, and PC's running Windows and all applications, including Retail pro, Symantec Endpoint Protection, etc. This includes keeping retail systems patched to the latest security patches
Work with Citrix administrator to troubleshoot any access or performance issues impacting end-users in the Citris environment
Manage, implement, configure, and support Retail store registers & servers
Troubleshoot hardware, software, and network connectivity issues with Retail store personnel
Timely escalation of all unresolved support requests to tier 2 Service Desk technicians. Adherence to all troubleshooting guidelines and proper documentation of all troubleshooting steps must take place before escalation occurs
Take part in the creation, implementation, and maintenance of all Support Desk best practices, protocols, and knowledge base articles
Participate in all Support Desk projects with the expectation that all assigned tasks will be completed by given end date
Assist in new hire orientation, training, and follow up to ensure that all new PUMA employees have the hardware and software they need to complete their job responsibilities
Deliver, set up, and assist in the configuration of end-user computer hardware, software, and peripherals adhering to all configuration checklists to ensure all necessary steps are taken when configuring hardware and installing software
Proper tracking of all hardware and software assets within Matrix24 asset management tool and in accordance with PUMA asset management best practices
Participate in after-hours on call support rotation

YOUR TALENTExperience with desktop/laptop running Windows 7 & 10 Professional
A+ Certification or ability to demonstrate equivalent IT skill level
Understanding of basic Network topology including basic connectivity troubleshooting techniques
Experience with ITSM ITIL based ticketing system
Computer imaging experience
Anti-Virus/Spyware Removal experience
Strong computer literacy skills and the ability to use Microsoft Office 365 applications
Strong troubleshooting and problem-solving skills
Strong documentation skills
Ability to work under stress and respond to and resolve a broad range of customer requests
Support-level knowledge of MacOS a plus
Support-level knowledge of Dell laptops and working with Dell Pro Support a plus
In mid-2021, the PUMA North America Regional Corporate Headquarters will be moving to a new office located in Somerville, MA. All positions currently located at the Westford office, as well as at our International Boston office, will make this transition

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy. Simply click APPLY ONLINE and follow the steps to upload your application.

PUMA is an Equal Employment Opportunity (EEO) employer. It is the policy of PUMA to prohibit discrimination and harassment of any type and to afford equal employment opportunities to all persons without regard to race, color, religion, sex, national origin, age, gender, physical or mental disability, veteran-status, or any other characteristic protected by applicable federal, state or local law.

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