Support Analyst

Description

At American Signature Inc., we believe everyone has the right to a well-furnished life. Since 1948, we have been helping families fill their homes with furniture they love. Our company includes more than 120 family-owned and operated stores. We are looking for a proactive and customer-focused Support Center Analyst to join our Service Desk team. In this role, you'll provide phone support, hands-on technical support, manage service requests, and contribute to continuous improvement initiatives that enhance the end-user experience. If you're passionate about solving problems, thrive in a collaborative environment, and enjoy helping others succeed, we'd love to hear from you.

Why you'll want to join our team:

• Join a historic, family-owned business that has helped furnish the lives of customers for nearly 80 years

• Comprehensive medical, dental, and vision benefits & 401K plan

• Growth. Our team members are encouraged to develop and move into more challenging roles as their career progresses.

• Employee discounts at our affiliate brands which include- Value City Furniture, American Signature Furniture, DSW, and American Eagle Outfitters

What your day will look like:

• Deliver high-quality support services for both critical and non-critical technical issues.

• Provide exceptional phone-based technical support, ensuring prompt resolution of issues and delivering a positive customer experience with every interaction.

• Install, configure, and troubleshoot hardware, software, and network components.

• Review and prioritize service tickets to ensure timely resolution of high-impact issues.

• Participate in ongoing service improvement efforts and update documentation as needed.

• Provide desk-side support and technical assistance as requested.

• Facilitate IT onboarding tasks for new team members.

• Coordinate with third-party vendors to implement and validate services.

• Handle MACD (Move, Add, Change, Delete) requests.

• Maintain a working knowledge of business processes and IT procedures.

• Promote a culture of service excellence and curiosity.

Required Qualifications:

• 1 to 3 years of experience in IT technical support.

• Exceptional phone support skills with a focus on customer service.

• Highly organized and self-directed work style.

• Proven ability to troubleshoot and resolve technical issues.

• Strong written and verbal communication skills.

• Ability to prioritize and execute tasks effectively.

• Experience working in a collaborative, team-oriented environment.

• Embraces change and support process improvement.

• Demonstrates alignment with company values: Serve Others and Own It.

Preferred Qualifications:

• Familiarity with ServiceNow.

• Experience in retail support.

• Basic understanding of IT technologies including:

• Windows OS, Mac OS, Chrome OS, Active Directory, Apple iOS, AS400

• TCP/IP, DNS, networking, and wireless systems

• VOIP and general phone systems

• ITIL certification is a plus.

• Bachelor's degree preferred but not required.