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.
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