Job Summary

The Service Desk Analyst serves as the first point of contact for IT support within the organization. Their primary responsibility is to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They respond to queries either in person, over the phone, or via email, ensuring that all issues are resolved promptly and efficiently.

We Are All Leaders at Carhartt

In our words and by our actions, we strive to emulate the hardworking example set forth by our founder, Hamilton Carhartt. We Lead Business by creating value, delivering on results, and making changes along the way. We Lead Self by being dependable, because hardworking people count on us to have their back every day. We Lead Others by communicating and clearly defining the path as we walk bravely into the future. Working at Carhartt, we are all given a seat at the table and the honor of continuing the legacy.

Representative Responsibilities

·      Provide first-level technical support to end-users (Corporate, remote and Retail)

·      Diagnose and troubleshoot software and hardware issues.

·      Log and track all incidents and service requests in the ticketing system (Service Now)

·      Monitoring infrastructure dashboards related to Network devices, Servers, etc.

·      Obtain relevant information for issues that need to be escalated.

·      Escalate complex issues to higher-level support teams as necessary.

·      Maintain documentation of issues and solutions for future reference.

·      Assist with the setup and configuration of new hardware and software.

·      Ensure compliance with IT policies and procedures.

Required Education

• Bachelor's degree in an Information Technology discipline or equivalent experience preferred

Required Skills & Experience

·      Minimum of 1 year combined help desk and/or technical support experience

·      Experience working in a collaborative and team-oriented environment is required; experience working in IT in a retail environment is a plus.

·      Experience supporting MS Office products, preferably O365 products and Windows 10/11.

·      Proven analytical and problem-solving abilities.

·      Basic understanding of computer systems, networks, and software applications

·      Ability to work independently and as part of a team

·      Exceptional customer service orientation