Help Desk Analyst

Corporate Office - Knoxville, TN

Who Are We?

Altar'd State is a rapidly growing women's fashion brand with more than 120 boutiques in 38 states. We offer a place of respite and a distinctive shopping experience with the latest fashion finds, the most sought-after accessories, as well as charming home décor and gifts.

Our Mission

“Stand Out. For Good”. At Altar’d State, those four words are more than just our motto, they are why we exist. From Mission Mondays, where 10% of our net proceeds go directly to local charitable organizations, to our long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru, we are committed to giving back in meaningful ways to those in need.

The Role

The Help Desk Analyst is the primary point of contact for technical and operational support issues identified by our stores, home office, and distribution center organizations. Help Desk Analysts track all support issues, resolve issues, and follow up on all escalations. This individual works closely with the rest of the IT department to ensure system uptime and prompt resolution to all issues. This individual will also be part of future technology projects.

Primary Responsibilities

• Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform
• 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 and Abilities

• Exceptional time management, facilitation, and organizational skills
• Strong interpersonal skills and excellent verbal and written communication skills
• Customer oriented and cool under pressure
• Problem solving mindset
• Experience with any system support ticketing platform
• Experience with installing, configuring, administering and troubleshooting a wide range of desktop hardware and software
• Experience with troubleshooting printers, scanner and various other peripherals
• Knowledge of networking hardware including routers, switches and VPN appliances
• Retail industry experience

Education and Experience

• CompTIA A+ certification or ability to earn certification within 1 year of employment
• Associate’s degree in a technology focused area
• 1-2 years in a customer service focused role

Stand Out For Good, Inc. is an equal opportunity employer and values diversity. All employment decisions are decided on the basis of qualification, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

We are proud to share that our associates have made us one of Fortune's Best Companies to Work For! Recently, our team has received the following recognition:

• #73 in Fortune 100 Best Companies to Work For® 2023

• #4 in Fortune Best Workplaces in Retail™ 2022

• #93 in Best Workplaces for Millennials™ 2023

• #34 in Fortune Best Workplaces for Women™ 2022