Service Desk Analyst

The Service Desk / Order Management Analyst is a key member of West Marine’s IT Support team, delivering frontline technical support across retail stores, distribution centers, and corporate offices nationwide. This role blends technical troubleshooting, order management expertise, and customer service excellence to keep our operations running smoothly.

The Analyst supports point-of-sale (POS) systems, desktops, laptops, mobile devices, and enterprise applications — while also managing complex order workflows. Support is delivered via phone, chat, and ticketing systems. This role also contributes to documentation, knowledge-sharing, and system testing to continuously strengthen IT service delivery.

Responsibilities:

• Provide timely, effective technical support to store, distribution center, and corporate users via phone, chat, and ticketing tools
• Deliver both remote phone-based support and hands-on onsite end user support, ensuring issues are resolved efficiently regardless of location or complexity
• Troubleshoot and resolve hardware, software, networking, and POS issues; escalate to Tier 2/3 teams when appropriate
• Investigate and resolve complex order-related issues including payment discrepancies, shipping delays, fraud holds, and routing exceptions
• Monitor system environments proactively to identify and address performance or availability concerns before they impact users
• Collaborate cross-functionally with Customer Service, Account Management, Special Orders, and Store Operations to resolve system and order issues
• Perform user account administration in Microsoft Active Directory and related identity management platforms
• Maintain and manage system images for POS and end-user devices
• Develop and maintain Standard Operating Procedures (SOPs) and Knowledge Base articles to ensure consistent, high-quality service delivery
• Install, configure, and support Microsoft 365 and related productivity applications
• Maintain accurate documentation for support tasks, system changes, and assigned projects.

Minimum Requirements:

• High school diploma or equivalent
• 6+ months of hands-on experience in technical support and hardware maintenance
• 6+ months supporting Windows, Linux, and/or macOS environments
• Experience with Microsoft Azure Active Directory (Entra ID)
• Proficiency with Salesforce, including case management and order workflow tracking
• Familiarity with point-of-sale systems and basic network monitoring
• Strong working knowledge of Microsoft 365 applications
• Proficiency with remote desktop utilities (RDP, TeamViewer, or similar)
• Excellent written and verbal communication skills with strong attention to detail
• Proven customer service and problem-solving abilities
• Highly organized, self-motivated, and effective both independently and in a team environment
• Eagerness to learn new systems and technologies quickly

Preferred Qualifications

• Associate’s degree, bachelor’s degree, or vocational certification in IT or a related field
• Working knowledge of DNS, DHCP, and core networking protocols
• Experience with endpoint management tools
• Industry certifications such as CompTIA A+, Network+, MTA, or ACSP

West Marine offers a wide range of benefits, which include medical/dental/vision, various voluntary benefits, 401k, and paid time off. To view eligibility and additional information on these benefits, along with starting pay ranges for select states, please visit our benefits page at www.embbenefits.com/wm-home/.

Join us at West Marine and help us provide the best boating experience for our customers!