What are the responsibilities and job description for the Help Desk Analyst position at PAINTED TREE?
Position Summary:
The Help Desk Analyst serves as the central first point of contact for Painted Tree Marketplace store issues, including IT-related incidents, facility concerns, and customer service inquiries from shoppers and shop owners. This role is responsible for intake, documentation, triage, and assignment of cases to the appropriate internal teams, ensuring issues are tracked, communicated, and resolved efficiently. This position plays a critical role in supporting day-to-day store operations and maintaining a positive experience for both shop owners and customers across multiple locations.
Key Responsibilities:
Store Support & Incident Intake (Tier 1)
-
Serve as the first point of contact for store-level issues related to IT systems, facilities, and operational incidents
-
Receive, document, and triage incoming requests from store teams
-
Perform basic troubleshooting where applicable and escalate issues as needed
-
Assign incidents to the appropriate internal teams (IT, Facilities, Operations, etc.)
Customer Service – Shop Owners & Shoppers
-
Respond to inquiries from shop owners and customers in a professional and timely manner
-
Create, categorize, and assign support cases based on issue type and urgency
-
Provide clear communication regarding next steps, expectations, and resolution status
-
Ensure customer-facing issues are routed appropriately and followed through to completion
Case & Ticket Management
-
Create and maintain accurate case records within the help desk system
-
Monitor open cases to ensure timely follow-up and resolution
-
Apply consistent categorization and prioritization standards
-
Escalate unresolved or time-sensitive issues according to established procedures
Communication & Coordination
-
Act as a liaison between stores, internal departments, and support teams
-
Provide clear written summaries and updates to stakeholders
-
Maintain a service-oriented, calm, and professional demeanor in all interactions
Documentation & Continuous Improvement
-
Document recurring issues, resolutions, and process improvements
-
Contribute to internal knowledge base articles and standard operating procedures
-
Identify trends in store issues or customer inquiries and report them to leadership
Benefits:
-
Health Insurance
-
Dental Insurance
-
Vision Insurance
-
401(k)
-
Paid Time Off
Required Skills & Qualifications:
Core Skills
-
Strong customer service and communication skills
-
Ability to triage issues and determine appropriate next steps
-
Experience handling multiple requests in a fast-paced environment
-
High attention to detail and strong organizational skills
Technical & Operational Aptitude
-
Comfort working with basic IT systems and common office technology
-
Ability to learn and navigate ticketing and case management systems
-
Familiarity with retail or multi-location operations is a plus
Work Style
-
Calm and professional under pressure
-
Reliable, accountable, and process-oriented
-
Team-focused with a problem-solving mindset
Preferred Experience
-
Prior help desk, service desk, or customer support experience
-
Experience supporting retail stores, field teams, or facilities operations
-
Familiarity with incident tracking, case management, or CRM systems
What Success Looks Like
-
Store issues are logged, routed, and resolved efficiently
-
Shop owners and customers feel heard and supported
-
Internal teams receive clear, actionable case information
-
Trends and recurring issues are proactively identified and escalated