IT Device Support Analyst

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Position Purpose 

This IT Device Support Analyst is responsible for deploying, monitoring, and maintaining the company's end-user computing environment. This includes responding to incidents from the corporate office, manufacturing facilities and over 600 retail locations regarding device, application, and connectivity issues for desktop computers, laptops, printers, and other proprietary technology for Sleep Number.

Primary Responsibilities

  • On-boards new employees, including configuration of desktop & laptop systems
  • Off-boards terminated employees, including asset retrieval, account disablement, and all necessary security measures
  • Communicates effectively within the department and with stakeholders regarding operational issues for continuous improvements
  • Leads and supports all technical deployment activities for new retail store openings to ensure proper technology assets and applications are ready for store opening
  • Reviews, troubleshoots and resolves basic and complex end-user and system-initiated incidents via the enterprise ticketing system within department defined service level agreements
  • Maintains recently implemented technologies that support the long term technology and business strategies
  • Provides technical guidance to less experienced helpdesk staff as needed

Position Requirements 

  • Requires 6+ years’ experience in a similar support focused role for an organization with multiple locations, preferably in a retail-facing organization
  • Advanced LAN networking troubleshooting skills
  • Excellent troubleshooting skills to solve hardware and software-related issues for Windows and Mac OS & supporting productivity applications (MS Office, Adobe, etc)
  • Familiarity with application deployment tools and imaging
  • Familiarity with VDI, VPN and other remote tools
  • Familiarity using 3rd party remote access tools to troubleshoot remote users incidents
  • Familiarity and technical competence with asset management software and/or technical interfaces to support end-user computing
  • Must possess superior written and oral communication
  • Must display ability to interact effectively in a cross-functional team; maintaining and leveraging strong work relationships
  • Must exhibit excellent judgment and independent decision making skills
  • Must execute with high quality
  • Must operate in high pressure situations and successfully handle multiple priorities
  • Must be self-directed with ability to prioritize
Job ID R12439
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Sophia, Customer Service Representative

“Sleep is integral to a happy healthy lifestyle and it has such a huge impact on everyday life. Sleep Number is a unique company to work for because you’re truly helping people.”

Sophia, Customer Service Representative

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  • Information Technology, Minneapolis, Minnesota, United StatesRemove