PUMA:
Analyst II, IT Service Desk Job in Westford, VT
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Westford, VT
Full-time | Information Technology
About the job
YOUR MISSIONThe IT ServiceDesk Analyst IIpositionwill serve as the main point of escalation for all support issues that the IT Support Desk Tier 1 team are unable to promptly resolve.Additionally, theAnalyst II,IT ServiceDeskrolewill lead projectsas well asmanage hardware and softwaredeploymentstocorporateandretail store chainusers. TheAnalystII,IT ServiceDeskwill be apositiverole modelfor the IT ServiceDesk Tier 1 team. This role shallfollow allService Deskbest practices and protocols, treat all customers with respect, be accountable for their work, andaccuratelyprioritize the urgency and criticality of support incidents.The IT ServiceDesk Analyst II will serve asa subject matter expert in a variety of topicsas wellas assist withoverflow tickets and phone calls from theTier1 support team.
Serve asthemain point of escalation for all supportincidentsrequired for Tier 2support. .Escalateallunresolved supportincidentstoregional or global SMEs.Providecustomer-focused supportcentered on communication and follow-through.
Provide mentorship and enablement to teammates in the resolution of moreadvanced problems.
Provide direct support for Retail store systems,applications,and network infrastructure,includingMS Windows serversand PCs,RetailPro, Symantec Endpoint Protectionand Cisco Meraki networkequipment
Organize, lead, and trackprojects to timely completionwhile upholding all Service Desk best practices, protocols, andservice levelagreements
Assist Service Desk Manager with asset tracking, inventory management, and hardware and software deployments to the end-user base asneeded
Manage Service Desk queue flow by properly prioritizing tickets and communicating with theteam
Participatein off hours on-callrotation
YOUR TALENTCollege level degree in computer related technologies or equivalent experience
3-5 yearsofexperienceproviding end-user supportto a large end-user base in a fast-pacedenvironment
Customer service and interpersonal skills, as well as the ability to effectively prioritizeand be a teamplayer
Knowledge of Microsoft Windows,Office365suite including Teams, Active Directory administration,as well as macOS andiOS
Experience with computer imagingprocesses, Symantec Endpoint or Microsoft Defender,andAdobe Creative Suite
Hands-on experience with troubleshooting basic network protocols and services such as IP, DNS,andDHCP
Familiarity with Dell,HP, andApple laptops&desktops, iPhones, Cisco Meraki network equipment,retail POS systemsand MDM
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.
For additional information, please contact: us-hrrecruiter@puma.com
Serve asthemain point of escalation for all supportincidentsrequired for Tier 2support. .Escalateallunresolved supportincidentstoregional or global SMEs.Providecustomer-focused supportcentered on communication and follow-through.
Provide mentorship and enablement to teammates in the resolution of moreadvanced problems.
Provide direct support for Retail store systems,applications,and network infrastructure,includingMS Windows serversand PCs,RetailPro, Symantec Endpoint Protectionand Cisco Meraki networkequipment
Organize, lead, and trackprojects to timely completionwhile upholding all Service Desk best practices, protocols, andservice levelagreements
Assist Service Desk Manager with asset tracking, inventory management, and hardware and software deployments to the end-user base asneeded
Manage Service Desk queue flow by properly prioritizing tickets and communicating with theteam
Participatein off hours on-callrotation
YOUR TALENTCollege level degree in computer related technologies or equivalent experience
3-5 yearsofexperienceproviding end-user supportto a large end-user base in a fast-pacedenvironment
Customer service and interpersonal skills, as well as the ability to effectively prioritizeand be a teamplayer
Knowledge of Microsoft Windows,Office365suite including Teams, Active Directory administration,as well as macOS andiOS
Experience with computer imagingprocesses, Symantec Endpoint or Microsoft Defender,andAdobe Creative Suite
Hands-on experience with troubleshooting basic network protocols and services such as IP, DNS,andDHCP
Familiarity with Dell,HP, andApple laptops&desktops, iPhones, Cisco Meraki network equipment,retail POS systemsand MDM
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.
For additional information, please contact: us-hrrecruiter@puma.com