Analyst I IT Service Desk

Puma
United States
Workplace: OnsiteFull timeUSD 51,800 - 68,905 annuallyFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Customer service","Interpersonal skills","Prioritization","Problem-solving","Communication"]

Provide first-point technical support for PUMA Corporate and Retail users, troubleshooting a wide range of issues across Windows, macOS, networks, mobile devices, Office 365, Adobe Creative Suite, and retail systems. Manage critical retail incidents to minimize business impact, own high-priority ticket work, and escalate when needed. Coordinate with store and district leaders, participate in monitoring/queue management, support security/network/application projects, handle deployments and asset tracking, and join an on-call rotation about once per month.

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FursaFursa
Puma
Puma
2 days ago

Analyst I IT Service Desk

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Provide first-point technical support for PUMA Corporate and Retail users, troubleshooting a wide range of issues across Windows, macOS, networks, mobile devices, Office 365, Adobe Creative Suite, and retail systems. Manage critical retail incidents to minimize business impact, own high-priority ticket work, and escalate when needed. Coordinate with store and district leaders, participate in monitoring/queue management, support security/network/application projects, handle deployments and asset tracking, and join an on-call rotation about once per month.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide first point of contact technical support to PUMA Corporate and Retail environments.
  • •Troubleshoot and resolve technical issues across Windows, macOS, networks, mobile devices, Office 365, Adobe Creative Suite, and retail systems.
  • •Manage retail store incidents involving critical system outages and diagnose/resolve to minimize business impact.
  • •Monitor and manage the main ticket queue, take ownership of critical priority tasks, and escalate unresolved incidents when needed.
  • •Coordinate and communicate with Store and District Managers during extended outages and escalations; collaborate with local and global IT on security, network, and application projects.

Pay and Benefits

Salary: USD 51,800 - 68,905 annually

Key Requirements

  • •1-2 years providing end-user support to a large corporate and/or retail user base.
  • •College degree in computer-related technologies or equivalent experience.
  • •Exceptional customer service and interpersonal skills for in-person and remote technical support in a fast-paced environment.
  • •Ability to prioritize and organize incidents, tasks, and projects while maintaining queue workload.
  • •Working knowledge of Microsoft Windows, Office 365 (including Teams), Active Directory, and Microsoft Copilot; plus Dell/HP hardware support.
Experience:1-2 yearsEnd-user supportCorporate ITRetail environment
Education:
Skills:Customer serviceInterpersonal skillsPrioritizationProblem-solvingCommunication
Tech Stack:Microsoft WindowsMacOSNetworkMobile devicesOffice 365Microsoft TeamsActive DirectoryMicrosoft CoPilotAdobe Creative SuiteDell hardwareHP hardwareJAMFMeraki MDMIPhonesIPadsIOSPOS systemsPrintersScannersCredit card readers

Company Brief

Puma
Global athletic and casual footwear, apparel, and accessories brand designing, developing, marketing and selling sports-inspired products for consumers and athletes worldwide.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Herzogenaurach, Germany
Founded: 1948
WebsiteLinkedIn