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# 089- Cinnaminson- Help Desk Support Analyst (Tier 1-2)

- **Company:** Forman Mills
- **Location:** Cinnaminson, NJ, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Active Directory, Issue Tracking Systems, Instant Messaging Technology, Remote Access Technology, Transmission Control Protocol (TCP), Wide Area Networks, Information Technology, Network Support
- **Published:** September 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=009f871ac095def5

## About the Role

* Must have a positive attitude and highly selfmotivated with an eagerness to learn new skill sets and apply them towards project and team success.
 * Ability to work independently or in a team environment and meet project deliverables and deadlines
 * Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking (e.g., TCP, IP, etc.), and operating system support
 * Intermediate knowledge of LAN/WAN environments and telecommunications.
 * Intermediate knowledge of Microsoft Active Directory and Exchange.
 * Intermediate knowledge of remote access tools.
 * Use/Knowledge of Microsoft Office applications.
 * Very strong interpersonal/customer service skills with the ability to effectively communicate while maintaining positive relationships in person and especially over the phone with stores.
 * Must be detail oriented and able to coordinate and manage multiple tasks.
 * Effective problemsolving, analytical skills, investigative, organizational and project management skills
 * Effective written, verbal communication and presentation skills with an ability to express complex technical concepts in business terms across all levels of the business
 * Ability to multitask and understand prioritization of deliverables.
 * Ability to collaborate within a team across all business units while supporting the overall organization's needs (Merchandising, Operations, Finance, Human Resources, and Distribution)
 * Ability to apply expertise to everyday business/process issues with minimal direction while prioritizing effectively
 * Ability to perform a wide variety of tasks to break down complex processes into simpler parts for analysis and improvement
 * Minimum of 2 years relevant retail experience a huge plus
 * Experience using Service Desk Ticketing Systems a plus

## Description

* Responds to service requests via telephone, email, instant messaging, and other communication mechanisms
 * Prioritizes and schedules requests, issues, and incidents and collaborates with subject matter experts to facilitate quick resolve.
 * Tracks service requests and incidents to closure; including the problem solving process, decisions, actions, and resolution
 * Identifies and reports on compliance issues that require follow up or investigation and risk assessment.
 * Provides local and remote system administration support, maintenance, and configuration.
 * Triages and resolves problems at the Tier 2 level (account creation, network support, etc.).
 * Assesses and determines if issues need to be escalated further.
 * Monitors store and corporate networks, reviews the failure list, and provides firstlevel troubleshooting and assessment prior to escalation
 * Coordinates with IT to implement standard and recurring coding changes to allocation systems and adhoc changes as requested by the business
 * Quickly address and /or escalate project issues and support their resolution
 * Validates restated plans / forecasts / history posthierarchy changes
 * Owns and oversees triaging and resolution of open tickets associated Store and Corporate Systems, Applications, and Hardware
 * Supports installation, troubleshooting, applications, operating systems, patches, and hardware platforms.
 * Installs and configures computer systems, installs POS systems, hardware, and software, identifies causes of issues and incidents, diagnoses hardware and software failures, and resolves technical problems.
 * Performs other technical and nontechnical duties as assigned
 * Must provide and carry a cell phone and be available for technical assistance and support during off hours or beyond normal hours of business operations