Support Services Analyst

Position Type Full Time

Description

The Support Services Analyst ensures reliable technology operations by providing technical support, resolving system issues, and maintaining essential systems that keep our teams connected and productive.

Education - It's in Our DNA

At Barnes & Noble Education (“BNED”) and across our family of brands, 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 Analyst to ensure the reliable operation of our technology systems and provide timely, effective technical support to end users. This role is responsible for installing, configuring, maintaining, and troubleshooting hardware, software, and business applications, while diagnosing and resolving technical issues in accordance with established service level agreements (SLAs). The Support Services Analyst will also collaborate with cross-functional teams to support technology initiatives, optimize system performance, and contribute to a seamless technology experience across the organization.

How You'll Make an Impact

• 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.

What You'll Need to Succeed

• 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.

How We Elevate Our Employees

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 range 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.

Our Commitment to Diversity, Equity, & Inclusion

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 [email protected].