Technical Support Analyst

<p><img style="display: block; margin-left: auto; margin-right: auto; max-width: 100%;" src="https://careers.dillards.com/Technology/assets/images/Dill-Tech-LoRez-Logo.gif" alt="Screenshot 2021-09-27 101930.png" width="200" data-surl="cid:ii_1863c36ba4550fa0c1" data-gmail-template="logo-image"></p> <p style="text-align: left;">&nbsp;</p> <p><strong>THE OPPORTUNITY</strong></p> <p>Dillard’s is looking for a Technical Support Analyst to join our Data Center team in Little Rock, Arkansas. This role requires the flexibility to work a varied schedule, including holidays, weekends, and after-hours shifts as required.</p> <p><span style="color: rgb(45, 194, 107);"><strong>&nbsp;</strong></span></p> <p>In this role, the main objective is supporting Dillard's Information Technology service users through the resolution of intricate operational or procedural challenges involving hardware, applications, and services. Additionally, the team collaborates across all internal IT departments to address and mitigate vulnerabilities.&nbsp;&nbsp;&nbsp;</p> <p><span style="color: rgb(45, 194, 107);"><strong>&nbsp;</strong></span></p> <p><strong>THE TEAM</strong></p> <p>As a member of the IT Operations and Technical Support department, the Technical Support Analyst serves as the primary contact for Dillard’s associates encountering issues with IT resources. This role offers a significant career path with numerous opportunities for internal growth and professional progression.</p> <p><span style="color: rgb(45, 194, 107);"><strong>&nbsp;</strong></span></p> <p><strong>WHAT YOU WILL DO</strong></p> <ul> <li>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</li> <li>Must be able to function independently</li> <li>Handle phone and email support for moderate system or content issues&nbsp;</li> <li>Identify, resolve, and escalate issues when necessary</li> <li>Clearly communicate technical solutions in a user-friendly, professional manner&nbsp;</li> <li>Record interactions in our service ticket database&nbsp;</li> <li>Identify and document resolution to recurring inquiries</li> <li>Occasionally assist other staff members and monitor open tickets to ensure timely and effective resolution&nbsp;</li> <li>Provide equipment upgrade and maintenance assistance to personnel at all Dillard’s operating locations.</li> </ul> <p><span style=