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Helpdesk Analyst 

Peek Kids, a premium children’s retailer is growing and we're hiring a Helpdesk Analyst to join our small, yet skilled IT operations team. Reporting to the Chief Information Officer, the Helpdesk Analyst will provide first-line technical support to Corporate and Retail users, operations and systems.  Utilizing desktop support and call center experience, the Helpdesk Analyst will deliver customer-focused in-person, phone, or email support in a mixed Windows/Mac environment.

Job Responsibilities:

  • Perform Helpdesk operations (e.g. entry, update, close of helpdesk tickets in tracking system, coordinating third-party providers).
  • Respond timely and effectively resolve support requests, utilizing available support tools, documentation and subject matter experts. Escalate issues appropriately.
  • Create and update documentation on troubleshooting procedures as well as helpdesk operational and systems processes including common helpdesk support answers and network/inventory changes. 
  • Provide Desktop support of PC, Mac and POS systems.
  • Provide support for internal (corporate) and external users (using remote software).
  • Perform Setup of new employees. 
  • Applies strong speaking and listening ability to perform Helpdesk operations. 
  • Troubleshoot for systems issues, questions, or problems on a daily basis.
  • Update and maintain case management software, provides remote desktop support, support mobile devices, network cabling/connectivity. 
  • Provide setup and troubleshooting for network printers, wired & wireless networking.

 

Required Qualifications, Skills, and Experience:

  • 3-4 years experience providing technical support in a multi-location organization, including phone/remote support.  
  • A+ or equivalent certifications desirable. 
  • Experience using a helpdesk or incident tracking software. 
  • Familiarity with Mac and PC operating systems. 
  • Proficiency in Microsoft Word, Excel, PowerPoint, Outlook.
  • Excellent communication and customer service skills are essential. Must be able to communicate effectively with users of varying levels of technical competency.
  • Must be a motivated self-starter and able to work independently with the ability to multi-task in a fast-paced environment.
  • Strong teamwork and customer service skills to maintain strong working relationships within and outside IT, to develop a results-oriented work environment.
  • Retail experience working with POS systems is a huge plus.

 

Physical Requirements:

  • Must be able to speak, interact and listen 100% of the time.
  • Must be capable of standing, sitting, bending, twisting, stooping, and stretching, for up to eight hours at a time.
  • Must be flexible and capable of responding to changing priorities and duties.
  • Must be able to adjust to fluctuations of work pace and volume.
  • Must be capable of lifting a minimum of 25 pounds. Must be able to use a computer 100% of the time.

 

 

About Peek

Peek, Aren't You Curious, Inc., celebrates childhood through playfully sophisticated apparel, shoes and gifts for girls, boys and babies. Founded in 2006, Peek is a premium children's clothing designer and manufacturer based in San Francisco, with 18 stores located in premier lifestyle centers, malls and popular neighborhoods, throughout the United States. Peek's clothing features the same high-standards, impressive quality and inspired designs that adults have to come to expect from their favorite brands. Peek never speaks down to children. The Peek brand and each product have to pass through a "positive filter," ensuring each and every item is age appropriate, sophisticated and a bit nostalgic - with just a wink of wit. Peek's popular message tee's, celebrating arts, education and real-life heroes, are also known to spark conversation around the dinner table between children and their parents. Curious kids, stylish moms, dapper dads, dotting grandparents, adoring aunts and entertaining uncles all find treasures and joy at Peek.

 

How to Apply
Send your resume and cover letter to careers@peekkids.com
PLEASE insert Helpdesk Analyst in the subject line of your email.