Technical Support Analyst - Dayshift

Little Rock, AR Dillard's is looking for a Technical Support Analyst to join our Data Center team in Little Rock, Arkansas. This role requires the flexibility to work a varied schedule, including holidays, weekends, and after-hours shifts as required. In this role, the main objective is supporting Dillard's Information Technology service users through the resolution of intricate operational or procedural challenges involving hardware, applications, and services. Additionally, the team collaborates across all internal IT departments to address and mitigate vulnerabilities.

ROLES & RESPONSIBILITIES

Provide technical software and hardware resolutions 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.

REQUIRED SKILLS

Authorization to work in the United States without sponsorship

At least two years of experience working in help desk or technical support call center 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

Must be able to work a flexible schedule, which includes weekends, holidays, and in some cases after-hours.

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.

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