Service Desk Analyst

The Service Desk Analyst provides day-to-day Tier-2 technical support for all stores, offices, and warehouses within North America and the United Kingdom. This role provides training and coaching for associate level analysts in addition to 3rd party vendor support. This critical role enables Build-A-Bear to strengthen operational stability, maximizing resource efficiency, and drive ongoing improvement initiatives.

Responsibilities:

• Provide service desk team support
• Improve efficiency and optimize processes
• Provide documentation as needed
• Point of escalation
• Manage on-call, in-office, and backup schedules
• Escalate items as needed
• Attend project meetings as needed
• Conduct New Bear technology orientation
• On-call and shift rotation

Required Qualifications:

• Associate’s degree or technical/trade school and 2 years’ experience or equivalent experience.
• 1-3 years providing 1st & 2nd level IT using a support ticketing solution and POS
• Experience in supporting Microsoft desktop systems and applications
• General troubleshooting experience

Preferred Qualifications:

• Bachelor’s degree in computer science or similar field
• A+ or Net+ certification or equivalent
• 4+ years Providing 1st & 2nd level IT support while troubleshooting software and hardware issues.
• Experience with ConnectWise
• Experience in network troubleshooting
• Skilled with MacOS and iOS devices
• PowerShell scripting experience

Behavioral Traits for Success:

• Conscientious, thorough, and precise
• Naturally cooperative and supportive
• Comfortable following established procedures and processes
• Enjoys accomplishing work as an individual
• Communication is factual, polite, and professional

Working Environment:

• Typical office environment with climate control and sufficient lighting, ergonomic desk/chairs
• Hybrid work schedule
• Call rotation to provide 24/7 support

Your Performance Will Measured On:

Your ability to achieve annual department objectives and corporate goals which include but are not limited to the following:

• Judgment, decision making, and execution
• Service Level Agreements
• Escalation rate
• Improvement initiatives and data-driven insights
• Training and support provided to associates
• Stakeholder feedback