IT Technical Support Analyst

Join our Support Center and be a pivotal resource to our field and distribution teams —where innovation, cross-functional collaboration, and career growth come together in an exciting environment!

The Technical Support Analyst I provides first-level technical support to end users, assisting with troubleshooting, system access, hardware setup, and basic IT operations. This entry-level role is ideal for someone beginning their IT career and looking to grow into more advanced technical responsibilities. The technician ensures a positive customer service experience while maintaining consistent IT standards and documentation.

Location: Support Center, 6600 S Bermuda Rd, Las Vegas, NV 89119

Schedule: Monday – Friday, Weekends as needed, 40 - 50 hours per week

Pay: Up tp $50,000

Benefits:

• Employee Discount
• Employer-Paid Life Insurance
• Flex Time Off
• Disability Insurance
• Medical, Dental, and Vision Insurance
• Paid Parental Leave
• 401(k) with company match

Job Responsibilities

Technical Support

• Respond to Tier 1 support requests via ticketing system, phone, chat, or in person.
• Troubleshoot basic hardware issues (desktops, laptops, printers, peripherals).
• Assist with software installs, updates, and configurations under guidance from senior staff.
• Support user account management tasks (password resets, access requests, MFA support).
• Perform routine maintenance such as imaging devices, updating drivers, and running diagnostics

Customer Service

• Provide friendly, professional assistance to end users with varying technical backgrounds.
• Communicate clearly about issue status, expected resolution times, and next steps.
• Follow up with users to ensure problems are resolved to satisfaction.

Systems & Process Support

• Document work performed in the IT ticketing system with accuracy and detail.
• Help maintain IT inventory, including tracking laptops, accessories, and loaner equipment.
• Support onboarding and offboarding activities, including device preparation and user setup.
• Assist in maintaining IT documentation and knowledge base articles.

Team Collaboration

• Work closely with senior technicians and IT leadership to escalate complex issues.
• Participate in basic IT projects such as equipment refreshes, deployments, and rollouts.
• Contribute to a positive, collaborative IT team environment.

• 0–2 years of IT support or technical experience (internship, help desk, or coursework accepted).
• Basic understanding of Windows or macOS operating systems.
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, Office apps).
• Ability to troubleshoot common technical issues with guidance.
• Strong communication and customer service skills

Preferred Qualifications

• CompTIA A+ or similar entry-level certification (or willingness to obtain within 6–12 months).
• Experience with an IT ticketing system (ServiceNow, Freshservice, Jira, etc.).
• Basic understanding of networks (DNS, DHCP, Wi-Fi, VPN) at a troubleshooting level.
• Experience imaging systems or working with device management tools (Intune, JAMF)

• Additional Requirements

• Frequent sitting
• Limited standing, walking, climbing, crouching, bending, pushing, or pulling
• Limited travel or overnight
• Occasional travel or overnight
• Frequent travel or overnight; including international
• Normal or corrected vision and hearing
• Can distinguish varying or specific colors, patterns, or materials
• Fluency in English is required for training, customer interactions, and ensuring compliance with company policies and procedures
• Typically, indoors
• Typically, at a consistent temperature
• Lift 0-25 lbs.
• Use of fine motor hand functions

About Us

WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

WH Smith prides itself on creating unique experiences for customers by developing distinctive retail store concepts that feature and highlight the local culture, community, and lifestyle of the cities in which they are located.

EEO/ADA/DFWP

WH Smith is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law. It is about each person bringing passion and skills to a dynamic and inclusive workplace!

Advanced computer skills, including Microsoft Office (Outlook, Word, Excel, PowerPoint) and experience with a merchandising software platform.