Production Control IT Technical Support Analyst -

Mabelvale, AR Dillard's is seeking a Production Control / Technical Support Analyst to work the night shift at our Data Centers in Central Arkansas. You must be able to work a flexible schedule which includes weekends, holidays, and after hours. This position's primary focus is assisting users of Dillard's Information Technology services who are experiencing complex procedural or operational problems with IT applications, hardware, or services. It is also responsible for executing, monitoring, and resolving issues with batch processing. Night Shift Operations is responsible for closing the business day and starting the batch processes during the overnight hours, performing systems maintenance, monitoring the performance of the batch processes, and ensuring all company applications are available on time to start the next business day. They are also responsible for providing technical support to all Dillard locations that are still online when the evening shift starts and as those locations come online in the morning.

ROLES & RESPONSIBILITIES

Provide technical problem resolution to all IT resource users by performing question/problem diagnosis and guiding users through step-by-step solutions

Must be able to function independently

Handle phone and email support for moderate system or content issues

Identify, resolve, and escalate issues when necessary

Clearly communicate technical solutions in a user-friendly, professional manner

Record interactions in our service ticket database

Identify and document resolution to recurring inquiries

Occasionally assist other staff members and monitor open tickets to ensure timely and effective resolution

Provide equipment upgrade and maintenance assistance to personnel at all Dillard's operating locations

Ensure all batch processes are started and completed in a timely manner

REQUIRED SKILLS

Authorization to work in the United States without sponsorship

Education or at least two years of experience working in a technical support call center or production control environments

Excellent problem-solving and decision-making skills

Excellent verbal and written communication skills

Must possess a customer-friendly attitude with the ability to work in a fast-paced team environment

A high level of attendance is required as an essential function of this position.

MINIMUM YEARS OF EXPERIENCE 2

Years

DESIRED SKILLS

Previous customer service experience

Previous experience with data center facilities

Previous IT Operations or production control experience

Knowledge of Job Control Language (JCL) and batch scheduling applications (Zeke)

Previous customer service experience.

Experience in an I.T. call center or I.T. help desk environment.

AI Proficiency:

Experience using generative AI tools (like Gemini, ChatGPT, or internal AI features) to streamline documentation, troubleshoot technical issues, and improve resolution workflows

Efficiency Mindset:

A proven track record of using technology to automate repetitive diagnostic or administrative tasks, allowing more time for complex problem-solving