Help Desk Analyst (Knoxville)

Who Are We?

Altar'd State is a rapidly growing women's fashion brand with more than 120 boutiques in 38 states. We offer a place of respite and a distinctive shopping experience with the latest fashion finds, the most sought-after accessories, as well as charming home dcor and gifts.

Our Mission

Stand Out. For Good. At Altard State, those four words are more than just our motto, they are why we exist. From Mission Mondays, where 10% of our net proceeds go directly to local charitable organizations, to our long-standing partnership with Coprodeli USA, in which we are in the process of building 22 schools for impoverished communities in Peru, we are committed to giving back in meaningful ways to those in need.

The Role

The Help Desk Analyst is the primary point of contact for technical and operational support issues identified by our stores, home office, and distribution center organizations. Help Desk Analysts track all support issues, resolve issues, and follow up on all escalations. This individual works closely with the rest of the IT department to ensure system uptime and prompt resolution to all issues. This individual will also be part of future technology projects.

Primary Responsibilities

• Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform
• Manage and prioritize central ticketing queue to ensure timely resolution of issues
• Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations
• Walk Guest through problem solving process
• Determine the best solution based on issues and details provided by Guests
• Install, modify, and repair computer hardware and software
• Facilitate and direct resolution with on site technicians or vendors as needed
• Provide accurate information on IT products or services
• Follow up and update Guest on status of issues
• Maintain the highest level of guest service
• Record events, problems and resolution in logs
• Identify and escalate situations requiring urgent attention
• Writing and editing technical documentation
• Additional special projects as assigned

Skills and Abilities

Education and Experience