Service Desk Analyst (Software)

Technical Analyst I At Staples our Digital Solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, Agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners, and deliver reliable, customer-centric technology services. If you want to be on the front lines, driving one of the greatest technology transformations of the 21st Century, you should join our team! Staples’ Technical Operations & Cloud Engineering Team provides resilient and efficient infrastructure for the business’ applications as well as associated critical support of these platforms. We continuously maximize our value through optimizing our efficiencies, expanding abilities, improving agility, and skillsets of the team to best support evolving business requirements. Technology Operations and Cloud Engineering (TOCE) is responsible for the Architecture, Engineering, and Operations of Staples core IT infrastructure, network, telephony, and collaboration platforms. Additionally, the team supports Staples’ eCommerce platforms and nearly 200 locations including corporate, sales offices, and supply chain facilities across North America as well as 1102 US Retail stores from a network and telephony perspective. Your primary focus will be supporting the Staples warehouse and annex buildings located in Idaho Falls, ID.

Additional facilities will include Billings, MT as well as, the greater Montana area. This will include supporting the wired and wireless networks as well as providing day to day user support for pc’s and printers. You will also be part of a project team providing remote support for large projects outside of Montana, projects led by a technical project manager. Along with your technical responsibilities, you will be given business administrative tasks related to network gear costs, optimizations, and reporting. Tasks you may be requested to do include the management of the spare gear asset pool, ensure support maintenance licenses for gear and printers are updated on their respective vendor portals, ensure internal compliancy that all network assets are accurately reflected in ServiceNow, and conduct annual audits to ensure all network diagrams are accurate. You may be called upon to assist in the development and planning of the annual Network, Printers, and PC refreshes for each site as appropriate. You will report to a remote manager based in Colorado and at times will work directly with a technical project manager while working on projects. This position will be onsite 5 days per week and 24/7 on call coverage rotation (approximately 1 week every 10 weeks). Typical support would include but not limited to: Network gear installation and configuration of Cisco routers and layer 2/3 switches. Extreme RF networks. Work closely with 3rd party vendors for requesting quotes, writing purchase orders, and managing their work for projects. Assist in small to large project work for projects initiated by both Staples as well as 3 rd

party vendors. Maintenance of all relevant infrastructure documentation within Word, Visio, Excel. Supporting local and remote associate’s Windows 11 PC’s. Supporting Apple Mac devices. Microsoft 365 support. Configuring and installing network printers. Adhering to Service Levels while working on support tickets in ServiceNow. Technical expertise in installations, configurations, maintenance of network equipment, services, and devices. Configuration, tuning, upgrading, and administration of infrastructure components. Evaluation of systems performance, capacity, and provides reports and recommendations to management. Gathering business requirements and the development functional specifications, reviews with Technical Engineers to ensure business centric solutions are consistent with Staples network standards. Local site contact who managed implementations, provided post-implementation end-user support and maintenance. Collaboration with network/Wi-Fi vendors on new and updates to existing technology. Proven customer-centric service abilities. Can multiple-task and prioritize work to meet needs of the site and the project timelines. Works well as part of a team and independently with general supervision. Analytical thinking and planning skills. Schedule must be flexible during peak workload projects. Availability to work after hours and weekends to support major projects or stability issues as needed. Travel (day trips) in Missouri – 10% Travel - Possible other parts of the country for scheduled projects – 10% Must be available for scheduled 24/7 on call rotation approximately once every 10 weeks. Ability to lift and move computer equipment and printers. 0-2 years’ experience with Cisco routers and switches and Extreme Networks Wi-Fi. ~3+ years

of personal computer experience: PC software / hardware, Windows 10, Apple/Mac ~ Microsoft Office 365 ~ PC imaging & software deployment systems (SCCM) ~ Apple/Mac imaging via JAMF ~ Solid understanding of TCP/IP LAN and WAN networks ~ Cisco stack and networking knowledge ~ Experience in supporting Distribution and Supply Chain/Warehousing infrastructure environments. BS or BA degree in computer science, business administration or related field or equivalent experience Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays) Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more! The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.

At Staples, “inclusion” is an action word. It represents what we do to ensure that all employees feel valued and supported to contribute to their fullest potential. When we operate inclusively, diversity naturally follows. The result is a better workplace and innovative thinking that helps us exceed our customers’ expectations – through the power of the people behind our iconic brand. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.