Help Desk Analyst I

Job description

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, de...