Desktop Support Analyst

IT Support

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 20,000 associates who work at Five Below and they'll tell you there's no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.

It's all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!

Job Responsibilities

• Second level support for end users (corporate, ship center, field, consultants).
• Must have strong experience with the installation and support of Microsoft Office applications.
• Experience working in an enterprise ticketing system such as Service Now, and managing tickets, follow-up actions and close issues.
• Act as an escalation point for other members of the team who need assistance in managing a request or incident.
• Identify technical support trends, determine root cause and potential solutions addressing issues promptly and appropriately.
• Participate in Asset Management efforts of IT equipment and software licensing to ensure all equipment is properly accounted for.
• Participate in assigned audit tasks to maintain a secure and compliant environment.
• Imaging and advanced troubleshooting - Technology and Applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets).
• Diagnosis and resolution of computer hardware, software, and network issues for Executives and VIP users.
• Excellent knowledge of computers (PC, VDI, Laptop and Mac) and peripherals.
• Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of telephony and web-design principles.
• Perform software patch management, Antivirus Management, and desktop security support.
• Manage several vendor relationships.
• Diagnosed and resolved computer hardware problems, opened warranty tickets.
• Install, setup, and support VPN access for all remote users.
• Fix issues on LAN/WAN, VoIP telephone, Video systems and other computing equipment and/or engage Systems/Networking support teams and coordinate.
• Experience working in an enterprise Mac OS systems (Jamf).
• Other duties as assigned.

Qualifications

• Minimum two years of experience in providing desktop support in a corporate environment. Experience in a retail environment a plus.
• Must have working knowledge of Windows 1 and MacOS networking concepts.
• Strong communication and organizational skills are essential.
• Rotating after hours on-call support for all sites are required.
• Must have solid understanding of PC and PC-related hardware, including printers, scanners, mobile devices, register.
• Must understand networking concepts such as cabling types, IP addresses, and WiFi.
• Must be friendly, outgoing, accommodating and patient while working with end users who are in a stressful retail environment and need urgent assistance.
• Ability to demonstrate troubleshooting skills, think analytically while working in a fast paced dynamic and growing IT environment and the flexibility to work with a wide range of technologies.
• Must be able to multi-task and juggle multiple priorities while ensuring successful completion of all items in a timely fashion. Must be highly organized.
• Industry certifications such as A+, Network+, MCP, MCSE, or CCNA a strong plus.
• Strong knowledge in Microsoft Office, M365, Patch Management, Anti-Malware, desktop/laptop imaging processes and techniques, anti-virus and inventory management tools.
• Strong verbal and written communication skills required.
• Ability to lift 50lbs required.

Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws. Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information.