IT Support Analyst

AMIRI is looking for an IT Support Analyst to join our Technology Team! Reporting to Senior Systems Administrator, the IT Support Analyst will be responsible for providing excellent customer service for Tier 1 and 2 Service Desk support, high-touch Executive support, and assisting the Senior Systems Administrator as needed on projects.

This position will maintain and coordinate AMIRI’S enterprise applications, maintain user administration and assist day to day IT operations and overall quality of technology life improvements. A friendly, entrepreneurial, outgoing personality and strong written and verbal interpersonal skills are essential. 

Key Duties

• Provide on-site desktop support and remote support for all users at Amiri
• Resolve assigned IT Level 1 and Level 2 tickets within Zendesk queue accurately, timely, and ensure the communication documented within tickets is complete
• Install, configure, and troubleshoot retail, remote and corporate hardware, including Point of Sale (POS) systems, laptops, printers, credit card readers, and network equipment
• Perform system updates, including operating systems, applications, and security patches
• Maintain and manage IT software and hardware inventory, ensuring all devices are operational and up to date
• Partner with IT Managed Service Providers (MSPs) to ensure seamless support, successful deployment and operational readiness
• As required, travel to new retail store locations to manage the set up and installations of IT infrastructure, including POS systems, network equipment and other technology
• Deliver white-glove IT support to executives, ensuring their technology needs are met promptly and professionally
• Administer security/permissions and access to specific software according to IT Policy
• Onboarding new hires, provide training to users on our core application suites
• Assist on IT projects as needed as well as manage independent projects assigned
• Support International users by working earlier hours to overlap the Service Desk team
• Actively contribute to IT team meetings and projects, share knowledge, and drive team success

Preferred Background & Skill Set

• 2+ years of experience in IT services & support gained in a large, multiple outlet organization, preferably retail industry
• BSc in Computer Science or related field is preferred
• Proven customer service experience required - a minimum of 2+ years of experience
• Proven ability to work independently and collaboratively in a team-oriented environment
• Working knowledge of end-user security policy, a plus
• Excellent verbal and written communication, organizational and time management skills required
• Self-Motivated and able to work on own initiative
• Able to work as part of a team and on an individual basis, to meet operational targets set by management
• Proven capability of troubleshooting and problem-solving in a technical environment with a background in MAC/PC skills
• Willingness to travel as required to support new store opening and network refresh projects

Required Background & Skill Set

• Working knowledge of JAMF and Intune MDM 
• Familiarity with managing software packaging including Slack, Adobe Creative Cloud, Office365
• Meraki networking switches, firewalls, APS and cameras at HQ and Warehouse offices
• Working knowledge of Windows, Mac OS, iOS and Android technologies
• Manage Zendesk and assist with configurations
• Onboarding/Off Boarding new hires and inventory management