Maintenance Support Analyst

Provides expert level support to stores by overseeing the store software, analyzing store data, troubleshooting the system and resolving issues as they arise; resolves emergency situations related to the point of sale (POS) system and store infrastructure; ensures compliance with Company policies and guidelines.

Responsibilities:

• Supports Help Desk escalation issues and automation support 

• Assists in technology support of new builds, rebuilds and acquisitions  

• Maintains expertise of current technology and researches new store automation technology in order to make recommendations to enhance performance 

• Conducts independent advanced testing of new software/hardware; develops/recommends any required changes with IT to include lab testing  

• Analyzes and evaluates the condition of store software, hardware and store databases  

• Authorizes software, swapping of hardware, and/or finding and correcting other discrepancies affecting the store(s). Completes the necessary programming 

• Authorizes system changes and hardware/software efforts among internal and external partners to ensure that modifications are effectively implemented at stores to resolve problems  

• Analyzes and resolves escalated support calls. Researches and resolves the problem, writes a procedure to follow in the future, and communicates resolution to the Store Support Team 

• Researches and recommends changes to all store systems or other reporting that may improve the overall performance of the department. Evaluates different types of hardware and software packages, vendor or developed on our own, that may enhance the productivity of the Company  

• Supports Maintenance and IT with hardware and software conversions, and special projects 

• Resolves escalated emergency situations (e.g., store non-operable or chronic issue) at stores related to the automation systems; connects remotely to the store computer in order to troubleshoot, or visits on site to correct problems by analyzing the best resolution, and implements required solutions  

• Researches and corrects global issues requiring programming modifications and problem sites, as needed  

• Formulates action plans that could impact Store Support with the objective of learning the needs of various business units  

• Writes enhancements to program manuals, and assist with on boarding specialist, knowledge base curation and general knowledge transfer. Evaluates existing policies and procedures to determine if updates or changes are needed in the department  

• Approves and monitors parts ordered from Help Desk   

• Completes other duties, including special projects, as assigned by Management 

Education Requirements:

• Bachelor’s degree in related field of study or 4 years of related experience   

• 2+ years of experience in helpdesk or support related field  

Experience Requirements:

• 3-6 years of related experience 

• Ability to train and troubleshoot systems 

• Ability to program and debug most systems 

• Advanced knowledge of the Store Support Department and makes recommendations for improvement and new programs  ​

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Skill Requirements:

• Demonstrated expertise with Word, Excel, and other MS Office suite applications 

• Excellent problem solving and critical thinking skills 

• Excellent communication skills and the ability to research and resolve issues 

• Capable of working in a fast-paced environment 

• Well organized with the ability to work under pressure and meet tight deadlines 

• Excellent decision-making skills and the ability to make non-personnel decisions in absence of immediate supervision 

• Ability to present information, verbally and in writing, in a clear and concise manner   

• Ability to work both independent of immediate supervision and in a team environment 

• Thorough understanding of intra-department functions and operations.  

• Ability to perform repeated bending, standing and reaching  

• Ability to occasionally lift up to 40 pounds 

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Additional Requirements:

• Available 24 hours per day, 7 days per week on an on-call emergency basis, in addition to a normal work schedule 

• Ability to travel of 25% of the time to implement Store Support projects, which may include overnight stays 

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.