The Solutions Desk Analyst is responsible for providing Tier 1 support to store locations by managing incoming support requests, delivering exceptional customer service, documenting issues and resolutions, and escalating tickets when necessary. This is a fully remote role supporting East Coast business hours and requires flexibility to work weekends as business needs dictate.

Success in this role is driven by strong communication, attention to detail, professionalism, and a willingness to learn. While technical skills can be developed through training, candidates must demonstrate a customer-first mindset, reliability, and the ability to work effectively in a fast-paced support environment. An IT background or previous technical support experience is a plus but not required.