Soft Surroundings
  • 25-Oct-2018 to 24-Dec-2018 (CST)
  • IT
  • St. Louis, MO, USA
  • Hourly
  • Full Time

full benefits including 401(K) with company match, competitive pay, generous employee discount, profit sharing potential and an opportunity to work with a successful and growing company.

Soft Surroundings is seeking a technically competent, enthusiastically customer-focused, Service Desk/Help Desk Analyst to become part of a growing support team who provide technical and procedural support to a company of over 1000 employees in over 73 locations nationwide.  The position will be based out of our corporate office in Creve Coeur, MO.  Qualified applicants must have evening and weekend availability. We provide full benefits, including 401(K) with company match, competitive pay, generous employee discounts, and profit sharing potential.

Soft Surroundings is a fast-growing women's retail company with a national catalog and web presence and over 60 stores nationwide adding more every year.  Providing our customers with a unique and pleasurable experience with every visit or purchase is our goal, and that goal extends to our internal customer base with every support call or request.  If sitting isolated in a cube all day behind a computer with little to no human interaction excites you, please DO NOT apply!


  • Provide superior quality and service to all company associates. Respond promptly and courteously.  Prioritize requests according to urgency.  Identify timely and accurate solutions to technical issues.
  • Provide expert on-site and remote support for all hardware, software, and ancillary office equipment including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices.
  • Triage, manage and document incident tickets using ITIL-based ticketing system, providing thorough and appropriate details and escalating to other support teams as necessary.
  • Provide timely fulfilment of service requests for on/off-boarding, moves/adds/changes, hardware/software installation and provisioning, workstation and equipment moves, etc.
  • Communicate effectively with management, tier II/III support and other department personnel to facilitate issue/problem resolution.
  • Develop and maintain technical and end-user knowledge base documentation.


  • Associates degree in computer related field or equivalent education/certifications.
  • One or more years of previous help desk or general IT experience.
  • A customer-first attitude and demonstrably strong verbal and written interpersonal skills.
  • Strong computer aptitude and understanding of IT concepts, operating systems, business applications, mobile devices, printing systems, and network systems.
  • Strong PC and software product skills (Windows 7/10 operating systems, MAC OS X, Microsoft Outlook/Office 2016).
  • A+, MCSA, MCSE Certifications desired but not required.
  • Experience with Active Directory, Point-of-Sale systems, Citrix Virtual Environment, Networking, Avaya Telephony, Batch Scripting, Unix/Linux system commands & structure, Office 365, ITIL Framework all a plus.
  • Experience with catalog, retail, direct marketing, or distribution environment is desired but not required.
  • Self-motivated to research resolutions to technical issues independently and with limited guidance is a must.

Working Conditions

  • Typical support hours of 7:00am 7:00pm weekdays and 7:00am 5:00pm weekends.
  • Available for on-call coverage rotation during evenings, weekends, and holidays.
  • Ability to work extra hours, different hours, or staggered hours as determined by the workload and/or coverage needs.
  • Some work-from-home options available dependent on schedule and support needs.
  • Ability to sit for long periods of time.
  • Ability to move throughout office.
  • Ability to lift, carry, push, and pull up to 50 pounds.
  • Ability to speak English to communicate with associates, team members, etc.


Soft Surroundings
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