Position Location: Remote Florida

SCOPE OF RESPONSIBILITIES

The Systems Support Analyst is responsible for providing Level 1 and Level 2 technical support to retail stores and corporate users. This role serves as the frontline of IT Support Services, handling day-to-day Help Desk requests, routine operational tasks, and documented troubleshooting procedures.

 

The Systems Support Analyst resolves common technical issues independently and escalates more complex or unresolved issues to senior team members following established escalation guidelines. This position plays a key role in ensuring timely ticket resolution, accurate documentation, and a positive end-user support experience.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Level 1 / Level 2 Help Desk Support

• • Serve as the primary point of contact for IT support requests

  • Handle Level 1 and Level 2 tickets following documented procedures

  • Troubleshoot and resolve common issues related to:

  • User access and password resets

  • Microsoft 365 applications

  • POS peripherals (printers, scanners, pin pads)

  • Zebra handheld devices and endpoints

  • Laptops, desktops, and basic workstation issues

  • Provide clear communication and timely updates to users throughout the ticket lifecycle

 

Ticket Management & Escalation

• • Accurately document troubleshooting steps, resolutions, and user communications

  • Escalate unresolved or complex issues to the Sr. Systems Support Analyst or Application Support Analyst as appropriate

  • Follow established escalation criteria and workflows

  • Assist in identifying recurring issues and patterns

 

Operational & Recurring Tasks

• • Perform assigned weekly and monthly operational tasks

  • Assist with onboarding and offboarding activities (user access, equipment setup)

  • Support routine system checks and maintenance activities

  • Follow standardized processes and checklists

 

Hardware & Physical Support (Smart Hands)

• Assist with hands-on support for IT equipment as required

• Support hardware staging, imaging, and deployment

• Assist with store hardware replacements and basic network equipment swaps (under guidance)

• Coordinate with senior team members and vendors for escalated infrastructure issues

 

Documentation & Knowledge Base Support

• • Follow Knowledge Base (KB) articles and documented procedures

  • Provide feedback to improve existing documentation

  • Assist with documenting new issues or updated procedures as requested

  • Ensure tickets are closed with proper notes and resolution details

 

On-Call Support

• Participate in an on-call rotation to support critical application and system issues

• Respond to after-hours incidents that require application-level expertise

• Provide escalation support during major outages or business-critical events

 

Ad-hoc Project Support

• • Participate in assigned IT projects that may vary in scope, duration, and complexity based on business needs

  • Provide technical support for short-term and long-term initiatives, including system upgrades, store openings, relocations, and process improvements

  • Assist with project planning, testing, deployment, and post-implementation support as requested

  • Collaborate with internal teams, vendors, and stakeholders to ensure project objectives and timelines are met

  • Adapt to shifting priorities and support multiple initiatives concurrently when required

 

Collaboration & Communication

• • Work closely with senior support analysts and application support teams

  • Communicate technical issues clearly to non-technical users

  • Maintain a professional and customer-focused approach to support

  • Contribute positively to team workflows and service standards

 

MINIMUM QUALIFICATIONS and SKILLS

• Associate’s or Bachelor's degree in Information Technology or equivalent work experience

• 1-3 years of experience in an IT support or Help Desk role

• Experience supporting retail or distributed environments preferred

• Willingness to learn enterprise systems & applications

 

REQUIRED SKILLS & COMPETENCIES

• Strong customer service and troubleshooting skills

• Basic experience with Microsoft 365 and Windows operating systems

• Familiarity with help desk ticketing systems and workflows

• Ability to follow documented procedures and escalation paths

• Strong attention to detail and documentation skills

• Ability to prioritize tasks in a fast-paced support environment

• Effective verbal and written communication skills

 

 PHYSICAL FUNCTIONS

• Ability to sit and work at a computer for extended periods

• Ability to lift and move IT equipment (up to 50lbs) as needed

 

WORK ENVIRONMENT

This position operates within a Work from Home company structure, with periodic visits to the corporate office for equipment staging and hands-on support. After-hours or weekend work may be required during on-call rotations or critical incidents.

Everything But Water offers a competitive compensation package including 401(K) participation, merchandise discounts and additional benefits for eligible Associates. We are an Equal Opportunity Employer.

STYLE AND CUSTOMER SERVICE OBSESSED? DIVE INTO A CAREER IN FASHION!

Everything But Water is the largest specialty retailer of women’s swimwear and resortwear in the US, with over 90 stores coast-to-coast and a leading website at everythingbutwater.com. Everything But Water offers an unparalleled, year-round selection of head-to-sandy-toe getaway essentials, from designer swimsuits, cover-ups, and sundresses to jewelry, totes, sandals, and more. 

Equal Opportunity & Fair Chance Statement
Everything But Water is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.

 

We will consider qualified applicants with criminal histories in a manner consistent with applicable Fair Chance and “Ban the Box” laws, including the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and the San Francisco Fair Chance Ordinance.