Altar'd State
Posted 121 days agoVerified live 12h ago
Help Desk Analyst
Brief overview
Knoxville, TN, USIn-person
UndergradOr in progress
1+ yrsMinimum
Ticketing systemsIT toolsCommunication platforms (phone/chat/email)TroubleshootingDiagnostic techniquesFacilities coordinationVendor managementTechnical documentation
About the company
Altar'd Statealtardstate.com
Altar'd State is a women's clothing and accessories company.
Job description
Summary
Altar'd State is a rapidly growing women's fashion brand with more than 120 boutiques in 38 states. They are seeking a Help Desk Analyst who will be the primary point of contact for technical and operational support issues, ensuring system uptime and prompt resolution of issues across various locations. The role involves managing support tickets, coordinating facility maintenance, and providing excellent guest service.
Responsibilities
- Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform
- Coordinates facility maintenance and repairs by dispatching and managing service vendors for plumbing, electrical, lighting, HVAC, and emergency issues
- Manage and prioritize central ticketing queue to ensure timely resolution of issues
- Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations
- Walk Guest through problem solving process
- Determine the best solution based on issues and details provided by Guests
- Install, modify, and repair computer hardware and software
- Facilitate and direct resolution with on site technicians or vendors as needed
- Provide accurate information on IT products or services
- Follow up and update Guest on status of issues
- Maintain the highest level of guest service
- Record events, problems and resolution in logs
- Identify and escalate situations requiring urgent attention
- Writing and editing technical documentation
- Additional special projects as assigned
Skills
- 1–3 years of experience in a support, facilities coordination, or operations role; retail experience strongly preferred
- Proficiency with ticketing systems, IT tools, and communication platforms (phone/chat/email)
- CompTIA A+ certification or ability to earn certification within 1 year of employment
- Associate degree in technology, business operations, or related discipline
Qualifications
Must Haves
- 1–3 years of experience in a support, facilities coordination, or operations role; retail experience strongly preferred
- Proficiency with ticketing systems, IT tools, and communication platforms (phone/chat/email)
- CompTIA A+ certification or ability to earn certification within 1 year of employment
- Associate degree in technology, business operations, or related discipline
