Buff City Soap is looking for a Help Desk Analyst to join our team at our Dallas headquarters. Our Help Desk monitors and troubleshoots our corporate and in-store technology including network, point-of-sale, audio/video and other IT devices and systems. Help Desk Analysts also handle user and permission management across our fleet of applications.

Duties/Responsibilities:

• Act as product expert – Review and respond to all software and hardware issues as reported. Evaluate the product by testing its capabilities in an on-going manner. Determine and report on system capabilities and restrictions. Evaluate the customer objective and suggest alternatives and recommendations.
• Provide customer support – Collaborate with other technical team members to provide exceptional customer service to the client. Work with programmers to explain any errors found and provide recommendations for a solution. Improve any current programs by understanding the goal and outcome.
• Point-of-Sale – New store setup and configuration, user account creation, product updates in our Revel Systems point-of-sale.
• Network – Monitor uptime, roll out updates and troubleshoot connectivity issues.
• User Accounts – Set up new email accounts and manage access and permissions across our systems.

Requirements:

• Experience with a diverse range of IT systems
• Solid customer service qualities and good communication skills
• Experience troubleshooting issues and achieving solutions
• The ability to explain to a non-technical person in a way they will understand

Qualifications:

• 3 years of customer support or retail experience
• Franchise experience a plus
• Excellent written and verbal communications
• Advanced skillset in time management and task prioritization
• Proven results collaborating with stakeholders, gathering user needs and implementing processes

Physical Requirements: None