Job Summary:
Altar'd State is a rapidly growing women's fashion brand with more than 120 boutiques in 38 states. The Help Desk Analyst is the primary point of contact for technical and operational support issues, responsible for tracking and resolving issues while ensuring system uptime.
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
Qualifications:
Required:
• 1–3 years of experience in a support, facilities coordination, or operations role; retail experience strongly preferred.
• Experience using a helpdesk or ITSM ticketing system to log, prioritize, and resolve support requests efficiently while maintaining accurate documentation and timely follow-up.
• Experience installing, configuring, administering, and troubleshooting desktop hardware, operating systems, and business applications to ensure minimal disruption to store and corporate teams.
• Ability to diagnose and resolve issues with printers, scanners, POS devices, and other peripherals to support smooth daily operations removing friction.
• Working knowledge of networking hardware including routers, switches, and VPN appliances, with the ability to assist in troubleshooting connectivity issues.
• Understanding of retail operations and the urgency required to support store teams, ensuring technology enables a seamless and positive guest experience.
• Strong interpersonal skills and excellent verbal and written communication skills.
• Ability to demonstrate confidence and resilience when facing obstacles, make timely decisions, and take ownership of outcomes while remaining solution-focused in a fast-paced environment.
• Model a strong work ethic and uphold high standards of performance and accountability to drive results, develop talent, and secure long-term success for the business.
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 preferred.
• Associate degree in technology, business operations, or related discipline preferred.
Company:
Altar'd State is a women's clothing and accessories company. Founded in 2009, the company is headquartered in Knoxville, USA, with a team of 1001-5000 employees. The company is currently Late Stage.