Analyst I IT Service Desk

Description

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and to let our individual talent and experience shine. Applying for a job at PUMA is easy.

Simply click APPLY ONLINE and follow the steps to upload your application.

YOUR MISSION

Provide first point of contact technical support to both the PUMA Corporate and Retail environments

Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems

Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized

Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations.

Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business

Exercise judgment on when to escalate unresolved support incidents to higher support teams

Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications

Perform hardware and software deployments and partner with third-party consultants for successful implementation

Oversee asset tracking and inventory management to ensure availability of IT tools for end users

Participation in off hours on-call rotation approximately once every month.

YOUR TALENT

1-2 years providing end-user support to a large end-user base in a corporate and/or retail environment

College level degree in computer related technologies or demonstrated equivalent experience

Exceptional customer service and interpersonal skills to provide in-person and remote technical support to end users and the ability to adapt in a fast-paced environment

Ability to effectively prioritize and organize incidents, tasks and projects while maintaining queue workload

Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration, Microsoft CoPilot, Dell and HP hardware including laptops, desktops and all-in-one computers

Hands-on experience administering and troubleshooting macOS, Apple Hardware, iPhones, iPads, iOS using JAMF and Meraki MDM

Troubleshooting retail devices including POS systems, printers, scanners, credit card readers

Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP

Knowledge of Cisco Meraki network equipment a plus

The hiring range base pay for this position is $51,800-$68,905 + Bonus + Benefits

( Benefit Summary Corporate )

Pay may vary depending on job-related knowledge, skills, and experience.

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex,

gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at

PUMA and we do not tolerate any form of harassment or discrimination.

At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal

opportunity - no matter your background, identity, or experience.To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play.

PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000

employees worldwide.