Note: The job is a remote job and is open to candidates in USA. Barnes & Noble Education is a leading solutions provider for the education industry, dedicated to driving affordability and accessibility in education. They are seeking a Support Services Analyst responsible for supporting the day-to-day operation of computer systems, providing technical support to end users, and ensuring timely service delivery in accordance with established service level agreements.
Responsibilities
- Install, configure, maintain, monitor, and support computer networks, hardware, software, applications, and related equipment
- Provide technical support to end users via telephone
- Troubleshoot and resolve hardware, software, network, and application-related issues
- Document incidents, resolutions, and troubleshooting activities within the ticketing system
- Maintain user accounts and perform password resets
- Support application implementations, system upgrades, and software deployments
- Manage multiple support requests while meeting established service level agreements
- Escalate unresolved issues and coordinate resolution with internal support teams
- Assist with phone queue coverage and incoming support requests
- Collaborate with internal teams to resolve system and website-related issues
- Additional responsibilities as required
Skills
- High school diploma or equivalent required
- Minimum of three (3) years of customer service and/or technical support experience
- Proficiency with Microsoft platforms and a working knowledge of network configurations
- Strong troubleshooting, analytical, and problem-solving skills
- Strong customer service, verbal, and written communication skills
- Ability to provide effective technical support in person and over the phone
- Self-starter with the ability to work independently in a remote environment
- Ability to manage multiple priorities in a fast-paced environment
- Typing speed of 30 words per minute or greater
- Flexible availability, including weekends
- Additional technical training or college coursework preferred
- Preferably supporting AS400, Point-of-Sale (POS) systems, PeopleSoft applications, websites
- Candidates who are located within a commutable distance of our Columbia, Missouri office are highly preferred
Benefits
- Medical, dental, and vision plans
- 401k with an annual discretionary match
- Life insurance
- Commuter benefits
- Paid time off with paid holidays
- A broad range of other benefits
Company Overview