Employment Type: Full Time
Supervisor: IT Operations Manager
Location: Store Support Center (limited field travel)
The IT Support Analyst provides remote technical support and software/systems administration for associates and store locations company-wide, primarily by phone, remote access, email, and ticketing system. This role serves as the first line of support for day-to-day technology issues, account and access requests, and software troubleshooting, and helps maintain the systems and documentation that keep stores running. A successful Support Analyst possesses exceptional problem-solving skills, strong interpersonal skills, patience, and the organizational ability to manage multiple open tickets and projects at once. Retail tech support experience is a plus but not required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Systems: Windows desktop and server environments (physical and virtualized), Microsoft 365 administration, Active Directory/identity management, IBM AS/400 basics, ticketing/RMM platforms, basic perimeter security and remote access concepts (VPN), basic POS software support.
Windows 10/11, Windows Server 2012/2016/2019, Microsoft 365 (Exchange, SharePoint, Teams, Intune/Endpoint Manager), Microsoft SQL basics, Microsoft Office Suite, system backup software, antivirus/endpoint security products, RMM platforms, enterprise POS software experience a plus.
General knowledge of website administration, basic SQL scripting and command line tools, troubleshooting Mac hardware and macOS issues, and experience with RMM products for mobile devices and business systems.
Ability to read and interpret operating and maintenance instructions, procedure manuals, and diagrams; basic math skills; strong written and verbal communication for remote troubleshooting; ability to manage multiple concurrent tickets; high level of integrity and business ethics.
Frequent physical demands include sitting, standing, walking, dexterity, and light grasping. Occasional physical demands include lifting to 50 lbs., bending, stooping, reaching, kneeling, squatting, climbing stairs, and firmly grasping. The employee is required to accept incoming calls and must be able to hear and speak. Specific vision abilities required include vision adequate to perform the responsibilities of the job efficiently. The associate must have manual dexterity to operate a computer and other basic office equipment.
Work is performed primarily at the corporate office with time in the field at store facilities as needed. The work environment is fast-paced and may require last-minute requests and deadlines.
Work Hours: First Shift (7:30am-4:00pm or 8:30am-5:00pm with half-hour lunch). Occasional flex time when after-hours patching, installations, or system upgrades are needed.
This role is primarily office-based with 25% travel requirements for field work. The Support Analyst may be required to travel up to 200 miles (one way) from Dubuque Headquarters to perform field service work and installations at store locations. Some trips will require overnight stay due to project length. Travel, meals, and lodging expenses are covered by the company. Company vehicles are available, and mileage is reimbursed for personal vehicle use.
Support team members share a rotation of weeknight and weekend on-call service. Contact after hours is never later than 9:00PM (locations close at 8:00PM). Though support calls are infrequent and often easily resolved, the Analyst is expected to answer all requests and respond within 15 minutes of a call. The Analyst is compensated at time and half for all on-call responses, with a minimum of one hour paid for every response.
At Theisen's, our company culture is built on a foundation of respect, collaboration, and service to our communities. We believe in putting Customer First, working together as One Connected Team, and always finding ways to Give Back. These three pillars guide how we approach our work and interact with each other every day.
We are committed to fostering an inclusive and supportive environment where every associate is valued and encouraged to grow. At Theisen's, we strive to make a positive impact on our customers, our communities, and each other, creating a workplace where hard work, dedication, and innovation are celebrated.
Theisen’s is proud to be an Equal Opportunity Employer. We do not discriminate against any associate or applicant for employment based on race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, disability, status as a veteran, or any other federal, state, or local protected class.
At Theisen’s, we believe that “people buy from people, not companies.” Since 1927, we've been committed to meeting our customers’ needs in home, farm, auto, pets, clothing, and outdoor products by offering trusted brands at great prices with exceptional service.
Our Legacy:
Founded by Leo and Kathryn Theisen in Dubuque, Iowa, Theisen’s started as a small business selling batteries and tires. Over the decades, we’ve grown into a dominant regional retailer with 25 stores across Iowa and Wisconsin. Our ability to adapt to customer needs has seen us through challenges like The Great Depression and World War II, but our commitment to our customers and communities has never wavered.
Our Pillars of Promise:
Customer First: Exceptional customer service is our top priority.
One Connected Team: We thrive on teamwork, with our associates working together to create a supportive and efficient environment.
We Give Back: Giving back to our communities is central to who we are. We've supported over 500 non-profit organizations and, through our More for You Grant Program, donated over $3.5 million to local communities.
A Tradition of Growth:
From our beginnings on 8th Street to expanding under the leadership of Jim Theisen and his sons, Chris and Tony, Theisen’s has grown from 8 stores to 25. Now, as a fourth-generation family business, we remain committed to the values that have guided us for nearly a century.
Thank you for being part of Theisen’s legacy. We look forward to serving you and our communities with the same dedication and care that have defined us since 1927.
