Service Desk Analyst

Profile Updated: 9/11/2025Position Details: Title: User Support CoordinatorJob Summary The Service Desk Analyst serves as the first point of contact for IT support within the organization. Their primary responsibility is to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. They respond to queries either in person, over the phone, or via email, ensuring that all issues are resolved promptly and efficiently.Inspired by Hard WorkAt Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create.Associate Responsibilities Provide first-level technical support to end-users (Corporate, remote and Retail)Diagnose and troubleshoot software and hardware issues.Log and track all incidents and service requests in the ticketing system (Service Now)Monitoring infrastructure dashboards related to Network devices, Servers, etc.Obtain relevant information for issues that need to be escalated.Escalate complex issues to higher-level support teams as necessary.Maintain documentation of issues and solutions for future reference.Assist with the setup and configuration of new hardware and software.Ensure compliance with IT policies and procedures.Required Education Bachelor’s degree in an Information Technology discipline or equivalent experience preferredRequired Skills & Experience •Minimum of 2 years combined help desk and/or technical support experience•Experience working in a collaborative and team-oriented environment is required; experience working in IT in a retail environment is a plus.•Experience supporting MS Office products, preferably O365 products and Windows 10/11.•Proven analytical and problem-solving abilities.•Basic understanding of computer systems, networks, and software applications•Ability to work independently and as part of a team•Exceptional customer service orientationPhysical Requirements and Working Conditions Blend of remote and in-office, cubicle setting.Regular On-call; some travel required (up to 10%)Work hours determined by the Manager. Willing to work some weekends, if necessary, On-call as needed (24hours/7 days).Extended periods of time sitting, standing, typing on a computer is required.Flexibility with multiple schedulesCarhartt is a tobacco free workplace.Carhartt is a tobacco free workplace.