Associate IT Support Analyst-Call Center

Profile

THE ROLE:

We’re looking for…

IT Support Analyst - Focusing mostly on the Customer Service Center in the East End of Louisville, KY, you will be responsible for keeping our employees working their best by ensuring all software tools, hardware and internal processes, are working at peak efficiency.

What you’ll accomplish…

Provide in-person hardware & software support for end-users in the Louisville, Kentucky Customer Service center while resolving requests via our ticketing system, phone and email from across the organization

Track and document customer requests through our incident management system, reflecting thorough troubleshooting processes. Analyze, coordinate, and deliver timely and accurate problem resolutions.

Coordinate and manage relationships with vendors and support staff

Research and recommend innovative, automated approaches for system administration tasks

Perform troubleshooting for common workstation software (Office, Zendesk, Avaya, Slack, etc.)

There’s More…

You will be part of a tight-knit team of 8 people (one of two locally) that works together to support each other and find the best solutions. You will be able to expand your knowledge in both breadth and depth as you support both Mac and Windows workstations with local support responsibilities for all server and network infrastructure.

THE RIGHT FIT:

You have…

Excellent interpersonal skills with the ability to influence both IT and business groups

Ability to simultaneously manage multiple, concurrent tasks/projects with critical deadlines

Provide on-call, off-hours support (maximum: one week per month)

Perform upgrades and patch management of Operating Systems (Windows)

AD knowledge including Open / Active Directory integration

Perform root cause analysis and preparation of Major Incident Reports

Disciplined, systematic problem-solving skills with the ability to work independently.

Motivated self-starter; Eagerness to learn and grow

Client Management tools (SCCM, Windows Remote Desktop, Jira ServiceDesk, AD Manager, etc.)

Support for laptops, desktops, printers, VOIP and mobile phones

Vendor Management / Vendor Relationship experience

Bonus points for…

If you’ve got everything going on above, you’re already a strong fit. If you have the following too? You earn some extra credit from us.

VOIP Headset maintenance and deployment

Printer maintenance and repair

Zendesk Administration

Networking equipment and maintenance

Sophos, Mimecast or other Enterprise Security Solutions

Mac OSX administration

Zoom Administration

ABOUT THE Technology Service and Support Team:

We are an ever-evolving group of tenacious and kind Support Professionals looking to collaborate with our co-workers to always deliver the best solutions possible.

ABOUT US:

Rue Gilt Groupe combines world class merchandising, technology and marketing to create the most engaging and satisfying online shopping experience available. Each day, 15 million loyal Members turn to Rue Gilt Groupe for everything from women, men, and children’s apparel and accessories to home décor and exclusive experiences. Our approach to retail brings excitement to online shopping in a way that not only strategically supports our brand partners, but also inspires our Members daily.

Company info

GILT GROUPE, INC.
Website : http://www.gilt.com/