Solutions Desk Analyst / DC Specialist

Zumiez

  • Lynnwood, WA
  • $21.00-33.00 per hour
  • Permanent
  • Full-time
  • 2 months ago
Job Description:Job TitleSolutions Desk Analyst / DC SpecialistFLSA StatusNon-ExemptReports ToSolutions Desk ManagerScheduleFull-TimeEffective DateApril 2025LocationCorona, CAPurpose:The Service Desk Analyst serves as the first point of contact for all end users including but not limited to, Store locations, Field Teams, Home office and distribution center staff,Objective:To provide world class customer experience for the End User by supporting the organization in all IT related issuesResponsibilities:
  • Deliver a World Class Customer Experience
  • Provide Technical support for the End User Tower – resolving common hardware, software or network related issues through diagnosis, trouble shooting, solutions and documentation.
  • Provide Stores world class IT support regarding POS, peripherals, LAN, WAN, mobile, web-based applications or any other issues Stores need to support our customer.
  • Provide Home Office and Distribution center world class IT Support regarding hardware, phones, network, application and web-based applications.
  • Configure computer and telecommunications equipment and repair as needed.
  • Answers phone calls and responds to voice mails.
  • Handle IT related incidents through a ticket que management system driving tickets to resolution with urgency, efficiency and accuracy.
  • Handle walk up customers to the IT Service Desk location at home office.
  • Documentation – New IT procedures, maintain/update existing Standard operating procedures, ticket history notes.
  • Escalation of high-level incidents to appropriate teams with urgency, ownership and follow-through.
  • Familiarize with the People, process, operating framework and technology of the organization.
  • Provide World Class support during business hours for Stores, Home office and distribution center teams.
  • Provide World Class On-Call support to Stores, Home office and Distribution center teams after operating hours.
Attributes:
  • Positive, Adaptable, Solution oriented
  • Customer Experience focused.
  • Aggressive, Competitive, Committed, Energetic
  • Natural problem solver
  • Self-motivated
  • Team player
  • Multitasker
  • Calm, patient, empathetic,
  • Urgent
  • Attention to detail.
  • Passion for technology
  • Curious & active Self learner
  • Willingness to step outside of your comfort zone
  • Flexible schedule with the ability to work during operating hours including evenings, weekends and holidays.
  • Available to support the business in a rotating 24/7 on call environment.
Skills:
  • Communication – Listening, writing, verbal, non-verbal, questioning.
  • Knowledge – Technical, business, ITSM (useful)
  • Customer Service Experience
  • Trouble shooting
  • Problem solving
  • Time Management & Personal Organization
Preferred Qualifications & Experience:
  • Customer Service experience preferably in a retail environment
  • Experience with Retail technology
  • Experience with Windows, Mac and Linux operating systems
  • Basic understanding of computer networking systems
  • Bachelor’s degree in IT or equivalent experience preferred.
  • IT technical certification preferred (A+, MCP, MCSE, or MCSA)
Physical Demands and Work Environment:
  • An ability to sit at a workstation in an office environment for extended periods of time and work on a PC without limitations.
  • Ability to move about, sit, bend, and squat in an office environment to access files and gather information.
  • Occasional travel to Zumiez production locations, stores and events may be required.
  • Ability to lift 30lbs occasionally.
Partners with others to ensure Zumiez creates an empowered, fair & honest, teaching & learning-based, aggressive, competitive, and fun work environment for all our employees including:
  • Anchors all interactions and practices around Zumiez’ Cultural Values.
  • Partners with Service Desk analysts and Infrastructure engineers to ensure components are secure, fast, stable and easy to support
  • Seeking continual self-improvement through independent and relevant knowledge gathering and seeking internal and external training opportunities
Attributes:
  • Humble, curious, and a voracious learner
  • Forward thinking, creative, and collaborative
  • Approachable, calm, and confident
  • High degree of emotional intelligence
  • Precise and effective in verbal and written communication
  • Embraces risk, hates the status quo and rules, and fosters the idea that fairness is almost never equal
  • Seeks creative solutions, dives into the unknown, and feels comfortable out on limbs
  • Thrives in the complexity of working through influence without authority
  • Natural problem solver and differentiates where in the technology stack an incident occurs.
Preferred Qualifications & Experience:
  • BA/BS in Information Technology, Computer Science or equivalent field experience
  • Demonstrated proficiency in both Windows and Mac Operating Systems
  • 3 – 5 years of experience of database, network or ideally system administration
  • 3 – 5 years of experience with scripting and automation tools, JAMF and/or BigFix experience a plus
  • Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of securely deploying end user devices to field teams.
Physical Demands and Work Environment:
  • An ability to sit at a workstation in an office environment for extended periods of time and work on a PC without limitations.
  • Ability to move about, sit, bend, and squat in an office environment to access files and gather information.
Benefits:
  • Salary Range: $21.00 to $33.00 per hr.
  • Medical, Dental, & Vision Insurance, following an initial wait period
  • Matched 401k after meeting qualifications
  • Paid Parental Leave
  • Sick Time Eligible
  • Life Insurance
  • Paid Vacation
  • Stock Purchas Program
  • Open, casual, pet-friendly office environment
  • Employee Discount on Zumiez product

Zumiez