Help Desk Analyst I

The Helpdesk Analyst I provides Tier I technical support for United Pacific's retail store environments, field operations, and corporate users. This role supports modern endpoint, cloud, and retail technology platforms, including Microsoft 365, Windows-based systems, point-of-sale (POS) systems, and network connectivity across multiple locations. Responsibilities include troubleshooting user issues, supporting store back-office systems, assisting with cloud-based services (Microsoft 365 / Azure), and ensuring reliable store operations, including POS, payment systems, and network uptime. This role actively monitors and manages tickets in the IT Service Management (ITSM) system, provides high-quality customer service, identifies recurring issues, and escalates complex incidents to Tier II/III teams. The Helpdesk Analyst I contributes to process improvements, documentation, and proactive support initiatives to improve system reliability and user experience.

ESSENTIAL JOB FUNCTIONS

End-User & Store Support Provide frontline technical support for store personnel and corporate users across multiple locations Troubleshoot Windows-based endpoints (POS, back office systems, laptops, desktops) Assist users with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) Support identity-related issues (password resets, account lockouts, MFA support) Retail / POS Environment Support Support retail Point of Sale (POS) systems, including transaction flow and store polling Troubleshoot issues related to: Payment processing (credit/debit, fuel transactions) Data transmission to corporate systems (PDI, ERP, back-office systems) Deploy software updates and patches to POS and store systems Networking & Connectivity Troubleshoot store-level network issues including: WAN connectivity (primary/backup

ISP, LTE/5G

failover)

LAN/VLAN

connectivity (basic understanding) Assist with troubleshooting VPN connectivity to corporate systems Escalate firewall/router issues (Fortinet/SonicWall or similar) as needed Endpoint & Device Management Support endpoint provisioning and imaging (POS, BOH, laptops) Assist with device management using tools such as: Microsoft Intune / Endpoint Manager (basic tasks) Remote support tools (e.g., ScreenConnect, RMM platforms) Perform hardware break/fix coordination and troubleshooting Incident & Ticket Management Monitor and respond to incidents and service requests in ITSM/ticketing system Document clear and detailed troubleshooting steps and resolutions Prioritize tickets based on business impact and SLA requirements Escalate complex issues to Tier II/III teams with proper documentation Vendor & Field Support Coordination Coordinate with third-party vendors and service providers for: POS support Network outages Hardware dispatch and repair Open and track vendor tickets to resolution Monitoring & Reporting Verify store data transmission and system health Generate reports for store operations and IT leadership as needed Identify recurring issues and trends to improve support processes Process Improvement & Documentation Maintain and update knowledge base articles and SOPs Document support procedures and troubleshooting steps Identify opportunities for automation and process improvement General Responsibilities Demonstrate strong problem-solving and customer service skills Communicate effectively with technical and non-technical users Work independently and collaboratively within a distributed team Perform additional duties as assigned

JOB QUALIFICATIONS

Technical Skills Experience supporting: Windows 10 / Windows 11 endpoints Windows Server environments (basic understanding, hybrid preferred) Working knowledge of: Microsoft 365 (Exchange Online, Teams, OneDrive) Microsoft Entra ID (Azure AD) fundamentals (user management, password resets, MFA) Basic understanding of: Networking (TCP/IP, DNS, DHCP, VPN concepts) Experience using: Remote support tools / RMM platforms IT ticketing systems (ServiceNow, Zendesk, ConnectWise, etc.) Retail / POS Experience Experience supporting retail environments preferred Familiarity with POS systems and store operations Understanding of payment flow and transaction troubleshooting Soft Skills & Work Style Strong customer service and communication skills Ability to prioritize and manage multiple tickets simultaneously Detail-oriented and well-organized Ability to work in a fast-paced, multi-site environment Demonstrated ability to learn new technologies quickly Preferred Experience Experience with: PDI or similar ERP systems Endpoint management (Intune / MDM) Basic cloud concepts (Azure fundamentals) Certifications (Preferred) CompTIA A+ / Network+ ITIL Foundation

Microsoft Certified:

Azure Fundamentals (AZ-900) Microsoft 365 Fundamentals (MS-900)