Job Description

DESCRIPTION

We are looking for a smart, capable and motivated IT professional to join our support team.

A successful Application Support Analyst will work on the IT Help Desk to provide a high level of customer service and application problem resolution. This will be achieved by performing in depth diagnosis and troubleshooting to identify issue root causes and implement solutions. Application Support Analysts will receive customer complaints and inquiries through a variety of channels, including email, phone and live chat. In addition to making sure that each individual complaint is properly dealt with, Application Support Analysts also need to assess customer problems as a whole so that particular areas of concern can be identified. Beyond solving problems which have already arisen, Application Support Analysts must also come up with plans designed to help avoid problems in the first place. This involves regularly evaluating the current state of the application, identifying aspects which could be improved and recommend changes in order to facilitate those improvements.

We seek a highly intelligent, curious, organized and detail-oriented person who can work independently and manage multiple projects with competing priorities. Strong troubleshooting skills, clear communication, teamwork and professionalism are key core values that this candidate would need to display.

This position is located in Irving, Texas, reporting to the IT Support Manager. Paid relocation is not available.

In this position you can expect to:

• Work with cross-functional teams
• Juggle multiple projects simultaneously
• Identify, diagnose, and resolve it system issues for staff; timely resolution or escalation of more complex issues
• Escalate requests to third-party vendors as necessary and manage to resolution
• Have efficient communication of requests status and solutions to requestors
• Provide one-on-one end-user problem resolution in person, over the phone or by email and chat
• Maintain and ensure accuracy of all asset information for all PC’s, local/networked printers, monitors and defined peripherals
• Administer mobile technology (not limited to) Android handheld computers
• Have active involvement in IT department and its projects. Provide feedback/ideas as appropriate
• Additional duties as identified
• Willing to work on weekends and/or after hours.

CORE SKILLS

• Demonstrated skill in problem analysis and resolution
• Up-to-date knowledge of scripting, coding and application software
• Minimum 1-2 years of experience in a similar position, including internships
• Experience with Microsoft Office, Outlook, Desktop and Laptop PC’s, Windows 10, relevant software, printers and networking
• Experience with MS SQL or MySQL
• Strong understanding of general IT systems structure and principals
• Strong understanding of web application architecture
• Some experience with ERP/WMS applications strongly preferred
• Some experience within the eCommerce market is preferred
• Certification in at least one technical product set would be preferred (MCSE etc.)
• Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
• Highly effective interpersonal skills
• Dependable with strong customer service skills
• Strong verbal and written communication skills
• Good planning and organizational skills with high level attention to detail
• Tolerant of high stress situations in a fast-paced environment
• Willing to learn and adaptable with a “can do” attitude
• Candidates fluent in Spanish will be given priority
• Must be able to work full time in an office environment and be physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the work day

Company Description

Shoebacca is a family grown business with roots in the DFW area. We are an e-commerce retailer that is rapidly growing, starting with name brand shoes and expanding to apparel and accessories. Our business is focused on providing great products with competitive prices for men, women and children.