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# Analyst I IT Service Desk

- **Company:** PUMA North America, Inc.
- **Location:** Somerville, MA, United States
- **Experience:** Starter
- **Salary:** $51,800 - $68,905
- **Contract:** Permanent contract
- **Skills:** Active Directory, Apple IOS, Apple Mac Systems, Dynamic Host Configuration Protocol, Desktop Computing, Networking Hardware, Microsoft Copilot, Software Deployment, Office365, Casper Suite, Laptops
- **Published:** November 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=7a06683999c15b7f

## About the Role

* 1-2 years providing end-user support to a large end-user base in a corporate and/or retail environment
 * College level degree in computer related technologies or demonstrated equivalent experience
 * Exceptional customer service and interpersonal skills to provide in-person and remote technical support to end users and the ability to adapt in a fast-paced environment
 * Ability to effectively prioritize and organize incidents, tasks and projects while maintaining queue workload
 * Working knowledge of Microsoft Windows, O365 Suite including Teams, Active Directory administration, Microsoft CoPilot, Dell and HP hardware including laptops, desktops and all-in-one computers
 * Hands-on experience administering and troubleshooting macOS, Apple Hardware, iPhones, iPads, iOS using JAMF and Meraki MDM
 * Troubleshooting retail devices including POS systems, printers, scanners, credit card readers
 * Understanding of basic network principles as well as protocols and services such as IP, DNS and DHCP
 * Knowledge of Cisco Meraki network equipment a plus

## Description

* Provide first point of contact technical support to both the PUMA Corporate and Retail environments
 * Troubleshoot and resolve a large variety of technical issues including MS Windows, macOS, network, mobile devices, Office365, Adobe Creative Suite and Retail systems
 * Manage Retail store incidents involving critical system outages by using analytical skills to quickly diagnose and resolve problems to ensure financial impact to the business is minimized
 * Coordinate and communicate with Store Managers, District Managers, and the business on extended outages and escalations.
 * Participate in team-based monitoring and managing of the main ticket queue and take ownership of critical priority tasks that are most impactful to the business
 * Exercise judgment on when to escalate unresolved support incidents to higher support teams
 * Collaborate with local and Global IT teams on ad hoc projects related to security, network, and applications
 * Perform hardware and software deployments and partner with third-party consultants for successful implementation
 * Oversee asset tracking and inventory management to ensure availability of IT tools for end users
 * Participation in off hours on-call rotation approximately once every month.