Production Control IT Technical Support Analyst -
Dillard's, Inc.Little Rock, AR Dillard’s is seeking a Production Control / Technical Support Analyst to work the night shift at our Data Centers in Central Arkansas. You must be able to work a flexible schedule which includes weekends, holidays, and after hours. This position's primary focus is assisting users of Dillard’s Information Technology services who are experiencing complex procedural or operational problems with IT applications, hardware, or services. It is also responsible for executing, monitoring, and resolving issues with batch processing. Night Shift Operations is responsible for closing the business day and starting the batch processes during the overnight hours, performing systems maintenance, monitoring the performance of the batch processes, and ensuring all company applications are available on time to start the next business day. They are also responsible for providing technical support to all Dillard locations that are still online when the evening shift starts and as those locations come online in the morning. ROLES & RESPONSIBILITIES Provide technical problem resolution to all IT resource users by performing question/problem diagnosis and guiding users through step-by-step solutions Must be able to function independently Handle phone and email support for moderate system or content issues Identify, resolve, and escalate issues when necessary Clearly communicate technical solutions in a user-friendly, professional manner Record interactions in our service ticket database Identify and document resolution to recurring inquiries Occasionally assist other staff members and monitor open tickets to ensure timely and effective resolution Provide equipment upgrade and maintenance assistance to personnel at all Dillard’s operating locations Ensure all batch processes are started and completed in a timely manner REQUIRED SKILLS Authorization to work in the United States without sponsorship Education or at least two years of experience working in a technical support call center or production control environments Excellent problem-solving and decision-making skills Excellent verbal and written communication skills Must possess a customer-friendly attitude with the ability to work in a fast-paced team environment A high level of attendance is required as an essential function of this position. MINIMUM YEARS OF EXPERIENCE 2 Years DESIRED SKILLS Previous customer service experience Previous experience with data center facilities Previous IT Operations or production control experience Knowledge of Job Control Language (JCL) and batch scheduling applications (Zeke) Previous customer service experience. Experience in an I.T. call center or I.T. help desk environment. AI Proficiency: Experience using generative AI tools (like Gemini, ChatGPT, or internal AI features) to streamline documentation, troubleshoot technical issues, and improve resolution workflows Efficiency Mindset: A proven track record of using technology to automate repetitive diagnostic or administrative tasks, allowing more time for complex problem-solving About Us Dillard's was founded by William T. Dillard in 1938 in Nashville, Arkansas with an $8,000 investment in a hometown department store. Today, Dillard's, Inc. ranks among the nation's largest fashion retailers – operating 250 Dillard's locations and 32 clearance centers spanning 29 states and an Internet store at www.dillards.com. The company focuses on delivering style, quality and value to its customers by offering premium fashion apparel, beauty and home collections from both national and exclusive brand sources. Dillard's complements this curated merchandise assortment with exceptional, client-focused customer care.