Support Analyst

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.