[Remote] Support Services Analyst

Note: The job is a remote job and is open to candidates in USA. Barnes & Noble Education is a solutions provider for the education industry focused on improving affordability, accessibility, and student achievement. The Support Services Analyst supports daily computer system operations, provides technical assistance to end users, troubleshoots hardware, software, network, and application issues, and collaborates with internal teams to maintain reliable system performance and timely service delivery.

Responsibilities

• Install, configure, maintain, monitor, and support computer networks, hardware, 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 to resolve system and website-related issues
• Additional responsibilities as required

Skills

• 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
• Additional technical training or college coursework preferred
• Candidates who are located within a commutable distance of our Columbia, Missouri office are highly preferred

Benefits

• Remote work arrangement
• Medical, dental, and vision plans
• 401k with an annual discretionary match
• Life insurance
• Commuter benefits
• Paid time off with paid holidays
• A broad range of other benefits supporting the physical, mental, and financial well-being of employees

Company Overview