Support Services Analyst

At Barnes & Noble Education (BNED) we are dedicated to making tomorrow a better more inclusive and smarter world by servicing all who work in education. As a leading solutions provider for the education industry we are committed to driving affordability accessibility and achievement at hundreds of academic institutions nationwide by ensuring millions of students are equipped for success in the classroom and beyond. Together our teams work to elevate lives through education.

To support this mission we are seeking a Support Services Analystwho will be responsible for supporting the day-to-day operation of computer systems by installing configuring maintaining and troubleshooting hardware software and business applications. This position provides technical support to end users resolves reported system issues and ensurestimely servicedelivery in accordance with established service level agreements (SLAs). The role collaborates with internal teams to support technology initiatives and maintain reliable system performance.

• Install configure maintainmonitorand support computernetworkshardware software applications and related equipment.
• Provide technical support to end users via telephone.
• Troubleshoot and resolve hardware software network and application-related issues.
• Document incidents resolutions and troubleshooting activities within the ticketing system.
• Maintain user accounts and perform password resets.
• Support application implementations system upgrades and software deployments.
• Manage multiple support requests while meeting established service level agreements.
• Escalate unresolved issues and coordinate resolution with internal support teams.
• Assist with phone queue coverage and incoming support requests.
• Collaborate with internal teams toresolvesystem and website-related issues.
• Additional responsibilities as required.

• High school diploma or equivalent required; additional technical training or college coursework preferred.
• Minimum of three (3) years of customer service and/or technical support experience preferably supporting AS400 Point-of-Sale (POS) systems PeopleSoft applications websites Microsoft Office applications computer hardware software and peripherals.
• Proficiency with Microsoft platforms and a working knowledge of network configurations.
• Strong troubleshooting analytical and problem-solving skills.
• Strong customer service verbal and written communication skills with the ability to provide effective technical support in person and over the phone.
• Self-starter with the ability to work independently in a remote environment while managing multiple priorities in a fast-paced environment.
• Typing speed of 30 words per minute or greater.
• Flexible availability including weekends.

Please Note: While this is a remote position candidates who are located within a commutable distance of our Columbia Missouri office are highly preffered.

We believe your success is our success so our benefits package is designed specifically to support you in every aspect of your life. At BNED we offer a variety of programs and resources to support the physical mental and financial well-being of our employees by offering a competitive total rewards package for full-time employees which includes medical dental and vision plans 401k with an annual discretionary match life insurance commuter benefits paid time off with paid holidays and a broad range of other benefits.

The hiring rate for this position is $18.50 per hour. This rate represents the base salary only in good faith at the time of posting. Actual compensation will be determined based on factors such as relevant experience skills and qualifications.

At Barnes & Noble Education we empower everyone. Our mission is to support students faculty and schools serving as a catalyst to meet the evolving needs of the education system and a new generation of students. That starts with fostering an environment for our employees where diversity and individuality is celebrated.

Barnes & Noble Education is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race color religion sex (including pregnancy sexual orientation gender identity or gender expression) national origin age disability genetic information protected veteran status or any other characteristic protected by applicable federal state or local law.

Barnes & Noble Education provides reasonable accommodation to qualified individuals with disabilities throughout the application and employment process. If you need a reasonable accommodation to complete an application or participate in the interview process please contact.

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