Answer incoming calls, email, voicemail, and document, troubleshoot and resolve or escalate incident tickets from end users and retail stores to resolve hardware, and application/software issues within the POS system (Epicor), desktops, servers, printers, and other mission-critical systems. IT Retail Service Desk Analyst provides guidance, assistance, coordination, and follows up on questions, incidents or problems of systems applications, hardware, and software installed or maintained in our environment.