What are the responsibilities and job description for the IT Technical Support Analyst position at Marshall Retail Group?
Join our Support Center and be a pivotal resource to our field and distribution teams —where innovation, cross-functional collaboration, and career growth come together in an exciting environment!
The Technical Support Analyst I provides first-level technical support to end users, assisting with troubleshooting, system access, hardware setup, and basic IT operations. This entry-level role is ideal for someone beginning their IT career and looking to grow into more advanced technical responsibilities. The technician ensures a positive customer service experience while maintaining consistent IT standards and documentation.
Location: Support Center, 6600 S Bermuda Rd, Las Vegas, NV 89119
Schedule: Monday – Friday, Weekends as needed, 40 - 50 hours per week
Pay: Up tp $50,000
Benefits:
- Employee Discount
- Employer-Paid Life Insurance
- Flex Time Off
- Disability Insurance
- Medical, Dental, and Vision Insurance
- Paid Parental Leave
- 401(k) with company match
Job Responsibilities
Technical Support
- Respond to Tier 1 support requests via ticketing system, phone, chat, or in person.
- Troubleshoot basic hardware issues (desktops, laptops, printers, peripherals).
- Assist with software installs, updates, and configurations under guidance from senior staff.
- Support user account management tasks (password resets, access requests, MFA support).
- Perform routine maintenance such as imaging devices, updating drivers, and running diagnostics
Customer Service
- Provide friendly, professional assistance to end users with varying technical backgrounds.
- Communicate clearly about issue status, expected resolution times, and next steps.
- Follow up with users to ensure problems are resolved to satisfaction.
Systems & Process Support
- Document work performed in the IT ticketing system with accuracy and detail.
- Help maintain IT inventory, including tracking laptops, accessories, and loaner equipment.
- Support onboarding and offboarding activities, including device preparation and user setup.
- Assist in maintaining IT documentation and knowledge base articles.
Team Collaboration
- Work closely with senior technicians and IT leadership to escalate complex issues.
- Participate in basic IT projects such as equipment refreshes, deployments, and rollouts.
- Contribute to a positive, collaborative IT team environment.
Salary : $50