SENIOR ANALYST, HELP DESK

Senior Analyst, Help Desk

Total Wine & More is America's Wine Superstore and 3-time recipient of the Retailer of the Year' award. We are America's largest independent fine wine retailer with over $1 billion in annual sales.  Despite the current economic climate, our business remains positive. This affords us the ability to continue our store expansion plans and to provide advancement opportunities for our people.

Currently we are searching for a Senior Help Desk Analyst to join our IT department in Potomac, MD.  This position will primarily be responsible for the troubleshooting and resolution of Tier II and Tier III Help Desk incidents.  Therefore, the ideal candidate will be able to communicate effectively with both internal and external business partners, have strong analytical and problem-solving skills, and have excellent customer service skills.  Additionally, the Senior Analyst will work closely with the Accounting/Finance department on a weekly basis to reconcile the financial sales and inventory sales to ensure accurate reporting of sales information in both systems.  This an excellent opportunity for an experience and motivated Help Desk professional to gain a breadth of experience and directly impact our unique, fast paced retail business.

We strive for excellence, which ensures our commitment to selection, service, and value for both our customers and employees.  It is our people, more than anything else, that make Total Wine & More a great company. We employ more than 2,500 professionals in our 80+ stores and store support center who have an instinctive drive and passion for our business.

Essential Functions:

• Assist in the troubleshooting and resolution of Tier II & III escalated support incidents
• Effective utilization of resources to resolve problems on a daily basis
• Deliver excellent support, both technical and non-technical, with outstanding customer service and end user satisfaction
• Weekly sales auditing functions to reconcile inventory and financial sales data
• Correct any discrepancies between inventory and financial sales data

Requirements:

• Undergraduate degree in business, engineering, computer science or related field
• HDI and/or ITIL Certification desirable
• Strong verbal and written communications skills
• Superb attention to detail
• Ability to lift 50lbs.
• 4+ years of experience on a Help Desk
• Excellent analytic and problem solving skills
• Strong knowledge of hardware and software systems
• Strong experience in issue tracking
• Exposure to project planning and timeline management
• Some flexibility in shift work and occasional weekend and holiday availability
• Ability to work both independently and on a team

Benefits:

Total Wine & More's benefits take care of the people who take care of our company. We know that our people are our greatest asset.  To show our commitment, we offer the following competitive benefits to all Full time employees:

• Health & Dental insurance
• 401(k) savings plan with matching company contributions
• Generous paid-time off program
• Merchandise discount between 10-30%
• Flexible spending accounts for medical/dependent care expenses

Drug Free Workplace                                                

EOE