Analyst I IT Service Desk

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 BE YOU to let our individual talent and experience shine.

Your Talent

· 1-3 years providing end-user support to a large end-user base in a remote-working environment

· College level degree in computer related technologies or demonstrated equivalent experience

· Exceptional customer service and interpersonal skills and the ability to adapt in a face-paced environment

· Ability to effectively prioritize and organize multiple projects/tasks while maintaining queue workload

· Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration and hands-on experience configuring and troubleshooting Dell/HP/Apple laptops/desktops and iPhones

· Experience with computer imaging processes, Symantec Endpoint or Microsoft Defender, Adobe Creative Suite

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

· Knowledge of Cisco Meraki network equipment, Retail POS systems, and macOS a plus

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, Mac, network, Office365, 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 Tier II level

· 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 two months.

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.

PUMA supports over 21,000 employees across 51 countries. The PUMA Group owns the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach, Germany.