Help Desk Technician

Lids Zionsville , IN 46077

Posted 1 week ago


General Summary

Support the processes and procedures in a team-oriented Help Desk environment.

Principle Duties and Responsibilities:

  • Support the processes and procedures in a team oriented Help Desk environment.

  • Provide regular status report updates to the Help Desk Team Leader.

  • Understand the processes and procedures used to conduct business in the retail industry so you can provide support across the corporate enterprise.

  • Investigate, troubleshoot and resolve (in real-time) issues brought to the Help Desk.

  • Provide prompt, thorough and courteous solutions to the issues reported to the Help Desk via phone, e-mail or direct contact.

  • Document the issues reported to the Help Desk along with the resolution in the "Track-It" database.

  • Communicate new or improved solution to Help Desk team members.

  • Provide prompt, courteous follow up on Help Desk Tickets.

  • Complete and close the Help Desk Tickets under your assignment in a timely manner.

  • Provide on-call and weekend Help Desk support at least one time per month.

  • Communicate technical solutions to a non-technical workforce.

  • Support and adhere to all company policies, procedures, and guidelines.

  • Communicate with employees at all levels of the company.

  • Other duties as assigned.

Minimum Requirements

  • Associate's Degree in a computer related curriculum or a minimum of 3 years' experience providing Help Desk support to medium sized companies.

  • Ability to communicate technical solutions to a non-technical workforce.

  • Knowledge of the following software systems:

  • Windows Operating Systems & User Account Management, Database Systems: (MS SQL Server, MS-Access), Enterprise Applications: Microsoft Office System (Word, Excel, and Outlook), Microsoft Exchange, Internet Explorer, VPN, and RAS.

  • Knowledge of the following hardware devices:

  • Personal computers & laptops: CPU, keyboard, monitor, mouse. Peripherals: Scanners, Check Readers, Receipt Printers, Laser Printers, PDA. Telephony: Modems, Phone Lines, DSL.

  • Strong problem solving and communication skills.

  • Excellent phone etiquette when dealing with internal clients as well as responding in a timely manner.

  • Ability to document Helpdesk solutions for a technical/non-technical audience.

  • Troubleshoot internal applications:

  • Retail Point-Of-Sale System (Store 21)

  • Loss Prevention Systems (Pro Act)

  • Warehouse Management Systems (WM, Crystal Reports, Clippership)

  • IT Systems (Track-It)

  • Excellent written and verbal communication skills.

  • Sitting required for up to 90% of the daily work schedule.

  • Viewing a computer screen for up to 90% of the work time.

  • Operating a computer keyboard for up to 90% of the work time.

  • Ability and willingness to travel overnight for training and/or business meetings.

Reports to: Help Desk Team Manager

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Help Desk Technician