IS Analyst

Job Purpose

The IS Analyst is responsible for serving as the initial point of contact for technical support and troubleshooting related to account administration, desktops and laptops, mobile devices, Point of Sale (POS) systems, business applications, hardware, and network connectivity issues. Support is provided both remotely and on-site for corporate users.

Essential Functions

Technical Support & Troubleshooting

• Serves as the first point of contact for technical issues encountered by store and corporate staff, gathering all necessary details to accurately assess the problem.
• Performs troubleshooting across a broad range of IT issues, including networking, system and application access, hardware, and software.
• Installs and configures new hardware and software to ensure proper functionality and alignment with system standards.

Issue Escalation & Coordination

• Coordinates with vendors and field technicians to prioritize escalated issues and ensure timely, effective resolution.
• Directs unresolved technical problems to the appropriate internal resource, facilitating continued support until a complete resolution is achieved. 

Communication & Customer Support

• Provides regular updates to end users and management regarding the status of urgent, recurring, or high-profile issues, maintaining clear and timely communication throughout the support process.

Project Support & Collaboration

• Assists with departmental projects as needed, contributing technical expertise and support to ensure successful implementation and ongoing system stability.

Additional Responsibilities

• Uphold the mission, core values, and brand standards of the company by ensuring all practices reflect integrity, accountability, and operational excellence.
• Performs other projects/duties as assigned.
  

Qualifications

Required

• Possession of a CompTIA A Certification, an Associate's Degree (or higher) in a related field, or a minimum of 2 years of experience in an IT support role.
• Prior experience working in a customer service or client-focused technical support environment.
• Proficiency with Windows operating systems, including Windows 7, 10, and 11.
• Familiarity with mobile operating systems, including iOS and Android.
• Strong written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users.
• Experience installing and configuring hardware and software in a business environment. 

Preferred

• Basic understanding of networking concepts, including TCP/IP, VOID, LAN, and wireless protocols.
• Working knowledge of PC imaging solutions and deployment processes.

Success Factors

• Accountability – Follows through on support issues from intake to resolution, ensuring timely and accurate outcomes with minimal supervision. 
• Adaptability – Responds effectively to shifting priorities, urgent incidents, and evolving user needs across a dynamic technical environment. 

Work Requirements

This position is based at the Baltimore Support Center. While standard hours apply, the role may require occasional early morning, extended workdays, and on-call availability for emergencies, including evenings, weekends, and holidays.

The role primarily involves office-based work requiring extended periods of sitting and frequent use of a computer and other standard office equipment. Occasional physical activity is required, including walking, bending, kneeling, and lifting equipment weighing up to 50 pounds.