We are seeking a Service Desk Analyst to join our support team located at our Florida Support Center. This on-site position will provide support to our stores, Distribution Centers and corporate users across the US.

The Service Desk Analyst position assists our crew members with technical support of retail point of sale equipment, laptop/desktop computers, software applications, mobile devices, and associated technology. The position provides one-on-one support via phone/chat to West Marine staff. This position also assists with testing of new POS releases and store equipment testing

Essential Duties and Responsibilities:

• Take calls and support requests from West Marine store, Distribution Center and Corporate users. Troubleshoot the issue in accordance with our standard documentation. Escalate as needed

• Monitor system environments, identify and troubleshoot associated problems impacting performance and availability

• Troubleshoot and resolve system and application issues in accordance with our Service Level Agreements (SLAs)

• Image management for POS and users’ systems

• Create, follow and improve upon Standard Operating Procedures and Knowledge Base Articles.

• Configure and troubleshoot MS Office applications for users

• User administration in Microsoft Active Directory and other user administrative solutions

• Maintain and update documentation for assigned projects and systems

• Assist in the implementation of telephone systems, including VOIP and cell phones

Education and Experience

Required:

• High school diploma or equivalent

• 6+ months experience with hardware maintenance and support

• 6+ months experience supporting Windows and/or Apple environments

• Familiar with Microsoft Windows and/or Linux

• Familiar with Microsoft Office

• Strong written and verbal communication skills with attention to detail

• Strong customer service skills

• Strong analytical, organizational, and multi-tasking skills

• Energetic, highly self-motivated and able to work efficiently and productively in a corporate company environment

• Aptitude, willingness, and strong desire to learn new things

Preferred:

• College degree or Vocational certificate

• Experience with remote desktop management

• Experience with remote support tools

• Experience with DNS, DHCP, and network protocols

• General knowledge of TCP/IP and patch panels

• MTA, ACSP, A+ and/or Network+ certification