Technical Support Analyst

THE OPPORTUNITY

Dillard’s is seeking a Technical Support Analyst to work at the Data Center located in downtown Little Rock, Arkansas. You must be able to work a flexible schedule which includes weekends, holidays, and night shifts. 

The primary focus of this position is to assist users of Dillard’s Information Technology services who are experiencing complex procedural or operational problems with the use of IT applications, hardware, or services. This position is also responsible for executing, monitoring, and resolving issues with batch processing. 

THE TEAM

The Technical Support Analyst works as part of the IT Operations and Technical Support team. The IT Operations side is responsible for data center operations and batch processing. The IT Technical Support side is the primary point of contact for all Dillard’s associates who are having problems with Dillard's IT resources. This is a great career opportunity with plenty of room for advancement into other areas within the company.

WHAT YOU WILL DO

• Provide technical software, hardware, and network 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

THE MUST-HAVES

• 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 after-hours.
• Must be able to take periodic training rotations on the overnight shift.

THE NICE-TO-HAVES

• Previous customer service experience
• Supervisory-level experience in a call center or help desk environment
• Previous experience in a network operations field
• Previous IT Operations or production control experience
• Knowledge of Job Control Language (JCL) and batch scheduling applications (Zeke)

WITHIN 1 MONTH, YOU'LL

• Understand IT Operations batch performance, abend handling, and facility operations.

WITHIN 2 MONTHS, YOU'LL

• Be able to resolve basic abends with some supervision and have a detailed knowledge of facility operations.
• Understand the batch process that leads to on-time application availability.

WITHIN 3 MONTHS, YOU'LL

• Have to be rated positively by all three night shift supervisors before moving permanently to an assigned shift on the day or night shift.
• Perform system IPLs, DB2 maintenance processes, abend resolution, and have a working knowledge of facility operations.