IT Support Analyst

The GIT Support Analyst provides first and second-level support to all domestic Movado Group employees and Retail Stores.

Responsibilities include ensuring timely operational and technical support for personal computers and peripherals and providing and ensuring prompt and effective troubleshooting, resolution, and documentation of all assigned user support problems and service requests.

Roles and Responsibilities:

Set and manage priorities, provide daily support and troubleshooting of all domestic IT technology issues including retail store POS system support.

Update problem management system with timely and meaningful information in accordance with desktop service levels.

Gather and log all relevant information about the issue and attempts to resolve it using tools provided and the collective knowledge of their teammates and supervisors.

Utilize knowledge base used to assist in troubleshooting efforts.

Share experiences with other team members.

Assist in the deployment and rollout of software and hardware to meet business needs.

Develop and maintain detailed project plans to coordinate the purchase, receipt, inventory, and disposal of all IT assets.

On-board new employees with GIT orientation to computer assets

Respond to all voice mail and email messages daily.

Develop advanced technical knowledge of all desktop applications and OS software supported by Technology Services.

Troubleshoot and assist in the use of all supported software.

Participate in the team rotation for off-hour and weekend on-call coverage.

Develop working knowledge of all supported desktop and POS applications.

Troubleshoot and assist in the use of all supported software and operating systems.

Maintain an accurate inventory of GIT Client assets, including spare parts/items for break/fix support.

Coordinate activities to support SAP client / printing, direct application issues to appropriate support groups.

Rotating off-hour and weekend on-call coverage is required (shared responsibility among team).

This position will also be responsible for various duties as assigned by the GIT Service Desk Manager, including but not limited to:

Documentation: assist in documenting installation and configuration procedures for both standard and non-standard software packages

Projects: assist in deployment and rollout of software and hardware as required by the demands of the business.

Inventory: Maintain accurate inventory of computer assets, including spare parts/items for break/fix support.

Technology Lead: May be asked to be primary analyst responsible for various software tools in use by the company.

JOB REQUIREMENTS *

Degree in a related field of study, preferably Computer Science, or Informational Systems or equivalent business experience

3+ years’ experience in Desktop and/or Helpdesk support

Technical expertise in current standard desktop software (Microsoft Office, Windows, Mac)

Experience with corporate Mac OS support is a must

Retail POS System Support is a plus

Customer Service focus and emphasis on building positive customer relationships

Excellent organization, project management, written and verbal communication skills

Able to work with all levels of staff and management and lead cross-functional teams

Able to technically mentor clients and co-workers

Excellent analytical, decision making and technical problem-solving skills

Able to handle multiple priorities in a fast-paced environment

IT industry standard certification from Microsoft, Apple, CompTIA, HDI, PMI is a plus, but not required

The base salary range for this position is $60,000 to $68,000 per year.

Base salary is determined by individualized factors such as experience and market location.

As a benefit eligible position, this role enjoys access to our medical plans, dental plans, vision plan, Life Insurance, Accidental Dismemberment & Death Insurance, Tuition Reimbursement program, 401(k), Short-Term Disability, Long-Term Disability, Parental Leave, Legal Plan, Employee Assistance Program, Pet Insurance, Flexible Spending Account, Critical Illness Insurance, Watch Accommodations/Discounts, Paid Time Off and Company Paid Holidays.