Junior Service Desk Analyst

About the Role

1-800-FLOWERS.COM, Inc. is seeking a motivated and customer-focused Junior Service Desk Analyst to join our Information Technology team. This role offers valuable hands-on exposure to enterprise systems and IT support operations.

Work Schedule

This position requires a set overnight schedule, including weekends.

• Workdays: Friday, Saturday, Sunday, Monday, and Tuesday nights
• Shift Hours: 11:30 PM – 8:00 AM
• Days Off: Wednesday and Thursday nights
• Note: This is a fixed overnight schedule, and the assigned days and hours are non-negotiable. Candidates must be available to work the full schedule, including weekends.

Key Responsibilities

• Provide friendly, professional, and timely technical support to employees across the organization.
• Answer incoming IT support calls, document issues, and work toward first-call resolution using Microsoft Dynamics.
• Create, track, and manage support tickets and pre-approved work orders through BMC Helix.
• Troubleshoot basic hardware, software, network, and application-related issues.
• Assist employees with Microsoft 365 account management, including account creation, modifications, password resets, and troubleshooting.
• Provide remote technical assistance using support tools such as LogMeIn.
• Monitor enterprise systems, alerts, and scheduled jobs, escalating potential issues as needed.
• Assist with system outages by gathering information, documenting incidents, and communicating updates to affected employees.
• Escalate complex technical issues to senior Service Desk team members while ensuring timely follow-up.
• Maintain accurate technical documentation and contribute to knowledge base articles.
• Collaborate with IT team members to support daily operations and ensure smooth shift transitions.
• Follow established IT security policies, procedures, and Service Level Agreements (SLAs).
• Participate in team meetings, training, and ongoing process improvements.
• Perform additional duties as assigned.