Desktop Support Analyst

SNIPES Desktop Support Analyst

Hybrid

Bensalem, PA

We live sneakers, streetwear, and neighborhood culture! All Day! Every Day!

With more than 750 stores in Europe and the USA, SNIPES is one of the leading sneaker and streetwear retailers worldwide. Since opening its first store in Essen, Germany in 1998, SNIPES has been an integral part of street culture and is constantly growing thanks to its proximity to the community and regular openings worldwide.

At SNIPES, everything revolves around youth culture. In stores and online at snipes.com and snipesusa.com, our community finds a wide range of internationally renowned sneakers and apparel brands for the latest fits from head to toe. We dive deep into subcultures, sponsor some of the biggest hip-hop festivals, events, and sports teams throughout the world to stay close to our community and keep our deep roots in the global street culture community. Therefore, we work closely with key figures from the scene like DJ Khaled, our Chief Creative Officer. But whether it’s sponsorships or developing grassroots projects – we prioritize giving back to the community in everything we do.

SNIPES has always kept an ear to the streets to create a meaningful impact in the communities we serve. Through our community program “SNIPES serves” and its localized approach we support the needs of our communities, empower, and celebrate our dynamic culture.

Overview

Reporting to the Manager of POS Support, the Desktop Support Analyst provides Tier 1 and Tier 2 support for Windows-based endpoints, peripherals, mobile devices, and business applications across office, distribution center, and retail locations. The role focuses on diagnosing and resolving desktop incidents, preparing and deploying devices, supporting modern Windows operating systems, maintaining accurate asset and ticket records, and delivering a positive end-user experience. Familiarity with Point of Sale (POS) software or prior retail technology experience is a plus.

Responsibilities

• Provide onsite and remote desktop support for corporate, distribution center, and retail users across multiple locations.
• Triage, assign, document, prioritize, and resolve incidents and service requests through the IT service management platform while meeting established service-level expectations.
• Install, configure, upgrade, and troubleshoot Windows 10 and Windows 11 desktops, laptops, and related operating system components.
• Perform workstation imaging, software deployment, device replacement, user profile migration, hardware break/fix, and new-hire or offboarding setup activities.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office desktop applications.
• Troubleshoot endpoint connectivity issues involving wired and wireless networks, TCP/IP, DNS, DHCP, VPN, printers, docks, monitors, scanners, and other peripherals.
• Support user accounts, security groups, workstation joins, password resets, and basic access issues within an Microsoft Active Directory and Entra ID environment.
• Apply operating system updates, approved software patches, endpoint security controls, and standard configuration changes in coordination with Infrastructure and Security teams.
• Support mobile devices and device enrollment for iPhone, iPad, and Android devices as required.
• Assist with store technology, including POS workstations, receipt printers, barcode scanners, payment-related peripherals, RF handheld devices, and back-office equipment.
• Escalate application, network, server, security, and vendor issues with complete troubleshooting notes and clear business impact.
• Maintain accurate hardware and software inventory, asset assignments, support documentation, knowledge articles, and problem records.
• Coordinate with hardware, software, telecommunications, and application vendors to resolve incidents and complete replacements or repairs.
• Provide clear user guidance and basic training on supported hardware, Windows features, and business applications.
• Participate in technology refreshes, store openings, rollouts, upgrades, and other desktop support projects as assigned.

Qualifications

• 3 to 5 years of desktop support, service desk, field support, or related end-user computing experience.
• Hands-on experience supporting Windows 10 and Windows 11 in a business environment.
• Strong troubleshooting skills for desktop and laptop hardware, operating systems, application software, printers, peripherals, and network connectivity.
• Working knowledge of Microsoft Active Directory, Microsoft 365 applications, and common endpoint management or remote-support tools.
• Understanding of TCP/IP, DNS, DHCP, wireless networking, VPN connectivity, and basic network troubleshooting.
• Experience documenting work in a ticketing system and managing multiple priorities in a fast-paced support environment.
• Ability to communicate technical information clearly to users with different levels of technical knowledge.
• Ability to work independently, collaborate with technical teams, and provide professional customer service.

Preferred Qualifications

• Understanding of or previous experience supporting Point of Sale (POS) software and store technology.
• Prior experience in a retail, multi-site, warehouse, or distribution center environment.
• Experience with Microsoft Intune, Windows Autopilot, endpoint deployment tools, remote support platforms, or mobile device management.
• Experience supporting barcode scanners, RF handheld devices, receipt printers, thin clients, or other retail peripherals.
• Familiarity with basic macOS, iOS, and Android support.
• Relevant certifications such as CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, or comparable technical training.

Cultural Success Factors

• Enthusiasm for the brand
• Consumer Obsessed
• Innovative Mindset
• Collaborative nature
• Skillful communicator
• Data-Driven Decision Making
• Adaptable and Flexible
• Disciplined and self-motivated

Benefits with SNIPES

• Generous Employee Discount
• Paid Holidays
• Summer Hours
• Hybrid work schedule
• PTO (Paid Time Off)
• Bonus Plan
• Affordable Health Insurance
• Retirement Contributions

Snipes USA and all its subsidiary Companies are equal opportunity employers. We will not discriminate or make hiring decisions based on race, religion, creed, color, national origin, sex, political affiliation, sexual orientation, or any other criteria that would violate any Federal or State laws.