What are the responsibilities and job description for the IT Support Analyst position at Tuesday Morning?
The IT Support Analyst provides level one technical support to store, corporate, and warehouse IT
system users. The IT Support Analyst also troubleshoots computer system problems, determines problem
source and advises on appropriate action(s) to be taken. Ensures all reported issues are entered into the
Incident Management system for proper and accurate tracking and reporting of issues. Ensures high
levels of customer service and technical support are provided.
JOB DUTIES & RESPONSIBILITIES
● 100% Provide Level 1 Support to Customers
o Performs Level 1 problem analysis, problem determination and problem resolution for
Tuesday Morning associates including corporate, stores and warehouse associates.
o Support all store systems hardware/software including but not limited to Point-of-Sale, InStore-Processor, networking, and telephone systems.
o Create detailed Incident Management tickets for all issues reported within the Tuesday
Morning companies. (e.g. customer information, detailed descriptions, history, and resolution
of issues)
o Provides professional, timely and efficient follow-up of issues with users by providing status
updates and resolution information within the Incident Management system.
o Document step-by-step resolutions for future reference in the history of the Incident
Management ticket and submit Knowledge Base entries to management for approval.
o Serves as liaison between customers and technical support to resolve issues.
o Assist in on-the-job training to new IT Service Desk Agents
o Maintains compliance with production schedules ensuring efficient, accurate, and timely
completion of batch and real-time processing.
o Performs other duties/functions as assigned (duties subject to change at any time as
business needs change)
EDUCATION / EXPERIENCE
● High School Diploma or GED. Some college would be a plus.
● One year of previous Help Desk or Service Desk experience, preferably in a retail environment.
● Basic knowledge of Windows Operating Systems and Google G Suite.
● Experience with iSupport Enterprise Incident Management system or similar incident & request
tracking system a plus
● MCSE, A , Network , Help Desk / Service Desk Certifications a plus
DESIRED SKILLS AND ABILITIES (List any specific competencies, skill and abilities that are required for
the job.)
● Excellent interpersonal and customer service skills.
● Must be able to multi-task with acceptable results.
● Must have good basic clerical skills including typing
● Exceptional customer service, listening, problem solving skills
Strong verbal and written communication skills
● The ability to diagnose, troubleshoot and resolve (and follow up) issues over the phone in a fast paced, dynamic retail technology environment
● Must be able to work all shifts, including evenings, weekends and holidays.
Job Responsibilities & Productivity
● Major job responsibilities are accomplished in an appropriate amount of time
● Work meets the quality standards of the department and the position
Job Knowledge & Skills
● Demonstrates functional knowledge required to perform the job
● Consistently displays knowledge of techniques, processes, policies, systems, technology and other
resources required to accomplish duties
Teamwork
● Effectively interacts with customers (internal and external), co-workers and management
● Respects the needs of the business and helps others as necessary
● Focuses on “We” versus “I”
Communication
● Expresses self well in all settings
● Keeps others, especially manager, informed of pertinent information on a timely basis
● Actively listens to others for input and instruction
Dependability & Initiative
● Properly completes assignments on time
● Is “self-starting” rather than passively waiting for instruction
● Manages time well and requires limited follow up
Attendance & Punctuality
● Maintains regular and reliable levels of attendance.
● Is consistently on time, present, and prepared for work
● Remains focused on job responsibilities during the work day
Customer Satisfaction
● Consistently demonstrates a commitment to, and delivers timely, effective support to both internal
and external customers
● Demonstrates professionalism when dealing with challenging service scenarios