Help Desk Analyst (5pm-1am)

About the role

The Help Desk Analyst is the primary point of contact for technical and operational support issues identified by our stores, home office, and distribution center organizations. Help Desk Analysts track all support issues, resolve issues, and follow up on all escalations. This individual works closely with the rest of the IT department to ensure system uptime and prompt resolution to all issues. This individual will also be part of future technology projects. Leads technology support while coordinating facility needs, including plumbing, electrical, lighting, HVAC, painting, and emergency repairs. Dispatches vendors, tracks progress, ensures timely resolution, and communicates clearly with field leadership. Success requires strong multitasking, prioritization, and a calm, solutions-focused approach in a fast-paced, high-accountability environment, consistently upholding Altar'd State's service standards. Primary Responsibilities Answer all calls for help either by phone, chat, email, or portal entry using ticketing platform Coordinates facility maintenance and repairs by dispatching and managing service vendors for plumbing, electrical, lighting, HVAC, and emergency issues. Manage and prioritize central ticketing queue to ensure timely resolution of issues Perform troubleshooting through diagnostic techniques for retail stores, distribution centers, and home office locations Walk Guest through problem solving process Determine the best solution based on issues and details provided by Guests Install, modify, and repair computer hardware and software Facilitate and direct resolution with on site technicians or vendors as needed Provide accurate information on IT products or services Follow up and update Guest on status of issues Maintain the highest level of guest service Record events, problems and resolution in logs Identify and escalate situations requiring urgent attention Writing and editing technical documentation Additional special projects as assigned Skills and Abilities Contribute innovative ideas that enhance the guest experience, drive business results, and elevate brand presentation while encouraging creativity within the team. Strong interpersonal skills and excellent verbal and written communication skills Foster a collaborative team culture by choosing humility, valuing diverse perspectives, setting ego aside, and supporting peers to achieve shared goals. Consistently prioritize the guest experience by anticipating needs, delivering personalized service, and creating a welcoming environment that builds lasting relationships and brand loyalty. Ability to demonstrate confidence and resilience when facing obstacles, make timely decisions, and take ownership of outcomes while remaining solution-focused in a fast-paced environment. Experience using a helpdesk or ITSM ticketing system to log, prioritize, and resolve support requests efficiently while maintaining accurate documentation and timely follow-up. Experience installing, configuring, administering, and troubleshooting desktop hardware, operating systems, and business applications to ensure minimal disruption to store and corporate teams. Ability to diagnose and resolve issues with printers, scanners, POS devices, and other peripherals to support smooth daily operations removing friction. Working knowledge of networking hardware including routers, switches, and VPN appliances, with the ability to assist in troubleshooting connectivity issues. Understanding of retail operations and the urgency required to support store teams, ensuring technology enables a seamless and positive guest experience. Model a strong work ethic and uphold high standards of performance and accountability to drive results, develop talent, and secure long-term success for the business Education and Experience ● 1-3 years of experience in a support, facilities coordination, or operations role; retail experience strongly preferred. ● Proficiency with ticketing systems, IT tools, and communication platforms (phone/chat/email). ● CompTIA A+ certification or ability to earn certification within 1 year of employment preferred. ● Associate degree in technology, business operations, or related discip