Desktop Support Analyst

OUTGROWN YOUR OWN BACKYARD? COME PLAY IN OURS.

At Columbia, we’re as passionate about the outdoors as you are. And while our gear is available worldwide, we’re proud to be based in the Pacific Northwest, where natural wonders are our playground. 

Every product we make and every task we undertake is inspired by the famous words of our founder Gert Boyle: “It’s perfect. Now make it better.” As pioneers of relentless improvement, we are constantly evolving.

We believe the outdoors is ours to protect and strive to keep our planet healthy. We believe in empowering people to experience the outdoors to the fullest. 

And we believe in you.

ABOUT THE POSITION

Although we're an apparel and footwear-focused company, technology is central to everything we do. Columbia Sportswear’s Digital Technology (CDT) group enables an IT infrastructure and applications across four global brands, a global supply chain, and 500+ geographically dispersed stores. These teams support in-store, mobile, and data platforms to enhance customer interface and service in an ever-evolving industry.

The Desktop Support Analyst provides technical support to CSC's users. This person responds to requests and incidents, conducts operational monitoring and maintenance, and provides documentation and training to ensure CSC users can optimally utilize their hardware and software.

HOW YOU’LL MAKE A DIFFERENCE

• Incidents and Requests: Timely and professional handling of incoming calls. Track all calls via service desk software. Perform ticket assignment and escalation as required. Perform daily follow-up on open calls that do not show activity. Provide general first-level support for all local and remote Columbia corporate offices.
• Analyze problems or issues as they are reported. Provide direct assistance with technical support and other technology groups as required on problem determination, solution implementation and thorough documentation of progress and results.
• Operations: Maintain and execute tasks with a working knowledge associated with regulatory controls related processes and procedures. Manage production jobs, video conferencing solutions, computer issuances, and associated asset records.
• Continuous Improvement: Act in a contributor role to help identify and implement policy, standard and/or procedural enhancements. Analyze procedures and assist in determining most effective use of computer and human resources
• Collaboration: Serve as an escalation point and provide 24x7 technical support with limited guidance. Collaborate with internal support teams on incident resolution.
• Documentation: Maintain accurate documentation of requests and detailed job tracking. Create and maintain procedure manuals for operational functions, run books and procedures including daily processes, month-end processing and special requests.
• Metrics and Reporting: Ticket trending
• Testing: Assist in developing and executing test scenarios for new or modified systems and/or processes
• Training: Design and develop training and training schedules and conduct employee training sessions that provide general awareness and specific knowledge needed to understand and fully utilize systems.

YOU ARE

• A professional with a general understanding of the business use of tools and applications supported and their criticality to the business
• Able to work effectively under pressure during peak operating periods and deadlines.
• Able to translate technical concepts and conduct complex interpersonal interactions often involving moderately to highly complex or technical topics.
• Able to think through and logically analyze work assignments and problems. 
• Able to troubleshoot and solve problems. 
• Able to operate independently utilizing discretion.

YOU HAVE

• Bachelor’s degree, applicable certification or equivalent experience
• 2 – 4 years’ professional experience
• 2 – 4 years' proficiency in both Macintosh and Windows Systems
• Experience with Microsoft Teams Collaboration and Video Conferencing Solutions
• Experience supporting in room A/V hardware and mobile carts.

#LI-JD1

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. 

Columbia Sportswear is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The Know Your Rights poster is available here: https://www.eeoc.gov/poster The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf Columbia Sportswear is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter.Qualified applicants with arrest or conviction records will be considered for employment with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.
Material job duties that will be considered in evaluating criminal convictions post-conditional offer of employment include cash handling, working with minors, servicing the public, and access to customers' confidential information.Salary Range: $0 - $0*Pay decisions are determined by multiple factors, including what the market is paying, a candidate’s capabilities and skills, years of experience, and internal equity.

At Columbia Sportswear Company, we’re proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family’s financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available.

If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to [email protected] with the Subject: Applicant Assistance Requested.