Night Shift Technical Support Analyst

The Opportunity

Dillard’s is seeking a Technical Support Analyst to work at the Data Center in downtown Little Rock, Arkansas. You must be able to work a flexible schedule, including weekends, holidays, and night shifts. This position's primary focus is assisting Dillard’s Information Technology service users who are experiencing complex procedural or operational problems with IT applications, hardware, or services. It is also responsible for executing, monitoring, and resolving issues with batch processing.  

The Team

The Technical Support Analyst is part of the IT Operations and Technical Support team. The IT Operations side is responsible for data center operations and batch processing. The IT Technical Support side is the primary point of contact for all Dillard’s associates who are having problems with IT resources. This is a great career opportunity with plenty of room for advancement into other areas within the company.

What You Will Do

• Provide technical software, hardware, and network problem resolution to all IT resource users by performing question/problem diagnosis and guiding users through step-by-step solutions.
• Must be able to function independently
• Handle phone and email support for moderate system or content issues 
• Identify, resolve, and escalate issues when necessary
• Clearly communicate technical solutions in a user-friendly, professional manner 
• Record interactions in our service ticket database 
• Identify and document resolution to recurring inquiries
• Occasionally assist other staff members and monitor open tickets to ensure timely and effective resolution 
• Provide equipment upgrade and maintenance assistance to personnel at all Dillard’s operating locations
• Ensure all batch processes are started and completed in a timely manner

The Must-Haves

• Authorization to work in the United States without sponsorship
• At least two years of experience working in a help desk or technical support call center environment
• Excellent problem-solving and decision-making skills
• Excellent verbal and written communication skills
• Must possess a customer-friendly attitude with the ability to work in a fast-paced team environment
• Must be able to work a flexible schedule, which includes weekends, holidays, and after-hours

The "Nice To Haves"

• Previous customer service experience
• Supervisory-level experience in a call center or help desk environment
• Previous experience in a network operations field
• Previous IT Operations or production control experience
• Knowledge of Job Control Language (JCL) and batch scheduling applications (Zeke)

Within 30 Days, You’Ll

• Understand IT Operations batch performance, abend handling, and facility operations.

Within 60 Days, You’Ll

• Resolve basic abends with some supervision and have a detailed knowledge of facility operations. 
• Understand the batch process that leads to on-time application availability.

Within 90 Days, You’Ll

• All three night shift supervisors must be rated positively before moving to an assigned shift permanently.
• Perform system IPLs, DB2 maintenance processes, abend resolution, and have a working knowledge of facility operations.

No immigration sponsorship (ex. H-1B, TN, STEM OPT) is available for this position