The Service Desk Analyst provides day-to-day Tier-2 technical support for all stores, offices, and warehouses within North America and the United Kingdom. This role provides training and coaching for associate level analysts in addition to 3 rd party vendor support. This critical role enables Build‑A‑Bear to strengthen operational stability, maximize resource efficiency, and drive ongoing improvement initiatives.
Responsibilities
Improve efficiency and optimize processes
Provide documentation as needed
Point of escalation
Manage on‑call, in‑office, and backup schedules
Escalate items as needed
Attend project meetings as needed
Conduct New Bear technology orientation
On‑call and shift rotation
Required Qualifications
Associate’s degree or technical/trade school and 2 years’ experience or equivalent experience.
1‑3 years providing 1st & 2nd level IT using a support ticketing solution and POS
Experience in supporting Microsoft desktop systems and applications
General troubleshooting experience
Preferred Qualifications
Bachelor’s degree in computer science or similar field
A+ or Net+ certification or equivalent
4+ years providing 1st & 2nd level IT support while troubleshooting software and hardware issues.
Experience with ConnectWise
Experience in network troubleshooting
Skilled with MacOS and iOS devices
PowerShell scripting experience
Behavioral Traits for Success
Conscientious, thorough, and precise
Naturally cooperative and supportive
Comfortable following established procedures and processes
Enjoys accomplishing work as an individual
Communication is factual, polite, and professional
Typical office environment with climate control and sufficient lighting, ergonomic desk/chairs
Call rotation to provide 24/7 support
Your Performance Will Be Measured On Your ability to achieve annual department objectives and corporate goals which include but are not limited to the following:
Judgment, decision making, and execution
Improvement initiatives and data‑driven insights
Training and support provided to associates
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Responsibilities
Improve efficiency and optimize processes
Provide documentation as needed
Point of escalation
Manage on‑call, in‑office, and backup schedules
Escalate items as needed
Attend project meetings as needed
Conduct New Bear technology orientation
On‑call and shift rotation
Required Qualifications
Associate’s degree or technical/trade school and 2 years’ experience or equivalent experience.
1‑3 years providing 1st & 2nd level IT using a support ticketing solution and POS
Experience in supporting Microsoft desktop systems and applications
General troubleshooting experience
Preferred Qualifications
Bachelor’s degree in computer science or similar field
A+ or Net+ certification or equivalent
4+ years providing 1st & 2nd level IT support while troubleshooting software and hardware issues.
Experience with ConnectWise
Experience in network troubleshooting
Skilled with MacOS and iOS devices
PowerShell scripting experience
Behavioral Traits for Success
Conscientious, thorough, and precise
Naturally cooperative and supportive
Comfortable following established procedures and processes
Enjoys accomplishing work as an individual
Communication is factual, polite, and professional
Typical office environment with climate control and sufficient lighting, ergonomic desk/chairs
Call rotation to provide 24/7 support
Your Performance Will Be Measured On Your ability to achieve annual department objectives and corporate goals which include but are not limited to the following:
Judgment, decision making, and execution
Improvement initiatives and data‑driven insights
Training and support provided to associates
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr