Service Desk Analyst - Overnight Shift

About Us

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful.

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

About Us

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico’s, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful.

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

About The Role

KnitWell Service Desk is looking for a technical support analyst for a position within the Service Desk team that serves as a single point of contact for all corporate office’s technology issues within KnitWell brands. This position reports to the Service Desk Leadership team and is responsible for handling incoming calls and requests from corporate office associates and providing high quality customer service. This person needs to be proficient at multi-tasking and balancing priorities in a fast-paced and dynamic environment. The agent will work overnight to extend IT support capability to all brands and Distribution Centers within the KnitWell Group.

Overnight shift: (10pm-8:30am) Sunday -Wednesday

The impact you can have

• Providing first-level technical support for associates working for any of the Knitwell Group brands in the corporate offices and offshore users.
• Responding to emails, phone calls, or Self Service incidents/requests Ivanti Service Manager tool
• Some examples include password resets for Active Directory in multi domain environment and other systems, troubleshooting VPN connectivity, VDI and remote support of Windows systems using LANDesk
• Managing the high-priority incident process.
• Opening/managing a bridge call and engaging appropriate on-call resources within IT
• Partnering with on-call to send notifications to affected users
  
  

You’ll bring to the role

• Experience working 3rd shift in a support environment.
• Strong written and verbal communication skills- able to relay technical ideas to business audience
• Ability to troubleshoot and understand the relationship between client and server applications.
• Ability to maintain composure, tact, and effectiveness under stressful conditions
• Ability to work independently under minimal supervision
• Ability to multi-task in a dynamic and fast-paced environment.
• Understanding of network fundamentals and tools used to determine if a device has networking connectivity.
• Understanding of mobile device technology, including configuring wireless and Exchange email access on iOS devices
• Familiarity with MAC operating system and hardware.
  
  

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.  
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.*  
• Medical, dental, vision insurance & 401(K).* 
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.*
• The target hourly pay for this role is: $22/hr
• Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.
  
  

Remote:  This position works remotely. Occasional travel to a company office may be required. 

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

Location:

Corporate ascena – Remote

Position Type:

Regular/Full time

Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact myHRSupport@knitwellgroup.com. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.