Overview As a leader in the jewelry industry for four generations and as the largest family-owned jeweler in the U.S., Shane Co.
serves our customers with an unparalleled standard of excellence.
Our associates get to share in our customers’ milestone moments such as weddings, birthdays, anniversaries, and everything in between.
Shane Co.
is seeking a collaborative, service-oriented and friendly Service Desk Analyst to assist our Service Desk team for a limited duration of time.
The Service Desk Analyst is responsible for supporting Shane Co.
end-users and services.
The Service Desk Analyst is responsible for acting as a liaison between the computer users and the IT staff handling the flow of information from the computer users at home office and the stores; writing and maintaining the needed user and departmental documentation for the computer systems, services, and related systems; understanding how the systems and programs work to be able to help users through problems; design and construction of in-house training materials as well as executing in-house training.
Responsibilities Responsible for entering problems calls into the Service Desk Tracking software, problem resolution and communication with the end user from start to finish or close of a call or incident.
Responsible for keeping the Service Desk Manager and VP of Infrastructure & Cyber Security informed regarding current events within areas of your responsibility.
Act as an associate “front end” between end users and the IT department.
Help coordinate formal user requests for: solving computer related problems, modifying current programs, any new changes required, and suggest IT related “user based” system or procedure improvements.
Be a problem analyst and problem solver.
Answer and resolve Service Desk calls from local and remote users and stores.
Responsible for consistent follow-through to assure problems are resolved; respond to last minute requests with customer focused attitude.
Responsible for creating and maintaining Knowledge Based articles for team resources.
Responsible for developing in-depth product knowledge in order to resolve user questions and issues.
Utilize remote desktop software with clients to resolve issues or demonstrate solution.
Participate in client conference calls to obtain necessary data for incident resolution.
Responsible for achieving and maintaining a high level of technical proficiency.
Qualifications 1-2 years’ Service Desk experience, including experience installing and configuring desktops, laptops, peripherals and mobile devices.
Degree in related IT field preferred.
Experience with Windows (7,10) and Applications (Word, PowerPoint, Excel, Outlook) Successful experience working with PC based hardware, software and networking components.
MAC knowledge a plus.
Strong analytical skills, attention to detail, demonstrated consistent follow-through to assure problems are resolved.
Excellent written and verbal communication skills.
Must be able to communicate with individuals with all levels of technical and non-technical skill sets (i.e.
Developers, Project Managers, external users).
Effective interpersonal skills and the ability to work independently and as part of a team.
Demonstrated technical aptitude to learn, apply and solve technological solutions and/or challenges.
Demonstrated ability to work with users, handling problems and requests on the phone and face-to-face with a high degree of professionalism.
A working knowledge of Point-of-Sale software and troubleshooting a plus.
Behavioral Characteristics Proactively connects quickly to others, open and sharing.
Builds and leverages relationships to get work done.
Persuades and motivates others by considering their point of view and adjusting delivery.
Collaborative.
Generally, empathizes with people and utilizes positive communication.
Friendly and service-oriented; drives for the “greater good” rather than individual goals.
Work Environment The primary environment for this role is an open office.
Considerable business is conducted using the telephone and computer technology.
This role is currently remote (virtual role) but is a member of the Home Office team on an ongoing basis and located there (Denver Metro Area).
Travel may be required to stores 10% to 15% of the time.
The salary range for this role is $49,100-62,100 per year.
The range describes the minimum to maximum likely rate for this job description in the state of Colorado.
Individual pay will be determined based on skills and qualifications for the role.
The salary range for this same position may be lower or higher in markets outside of Colorado.
Why Work for Shane Co.?
Shane Co.
is a family owned business and everyone who works in our organization is part of the family.
This family point of view is exactly why we want to take care of you AND your family.
We want driven and competitive people who help us satisfy our customers’ needs.
In our stores, we do not sell on commission, we offer a competitive base rate and we bonus based on team performance.
We focus on providing you a time off package that is very generous for the retail It is important for us to be available when our customers need us, and since eCommerce is “open” 24/7, our store employees do work weekends and evenings.
However, you accrue 3 weeks of vacation in your first year In addition, you also earn 6 sick days per year.
We are closed on 7 holidays (unlike most retailers), AND we pay you for one volunteer day per year The longer you work with us, the more vacation time you earn.
Unlike other companies who just offer low paying disability insurance to cover your major illness situations, we offer the ability to earn time off at FULL pay for the care of yourself or a family member When your family needs you, we want you to be able to be there for them.
We offer very competitive medical, dental and vision plans, as well as a 401 (k) plan with a company match, company paid life insurance, and flexible spending accounts for medical, daycare or mass transit commuting expense.
We also offer a number of discounted voluntary benefits including long-term disability, life insurance for your dependents, pet insurance and even things like discounted travel and movie tickets We have benefits focused on you AND any family member (Partner, children and even your parents) including counseling, legal advice, assistance in finding appropriate medical specialists and even help in understanding medical bills And, of course, we offer a generous discount in our stores or online for you AND your family members How We’re Keeping You Safe At Shane Co., we take the health of both our employees and customers very seriously.
In light of the COVID-19 pandemic, we’ve gone above and beyond to implement new health and safety measures in all of our stores and offices.
This includes: ✓ Installation of the Synexis® Biodefense System in all stores and offices
– a state-of-the-art microbial reduction system found in healthcare settings designed to continuously clean air and surfaces by reducing the presence of viruses and bacteria in indoor spaces ✓ Offering paid days off for COVID-19 vaccination and/or recovery ✓ Requiring unvaccinated customers and employees to wear masks while in-store unless required to wear a mask through a state or county mandate ✓ Providing branded masks to all of our employees to wear as needed ✓ Having disposable masks, hand sanitizer, and gloves available at all times ✓ Extra cleaning and sanitizing 06022021