IT Help Desk Technician

Position Summary:

This is a mid-level Information Technology Helpdesk Technician, primarily a remote support position. The ideal candidate is a college graduate who is highly motivated and excited to gain experience in helpdesk/desktop configuration, repair and support, network administration and diagnosis, and troubleshooting various IT issues.

Essential Duties/Tasks/Responsibilities:

(These responsibilities must be able to be performed with or without reasonable accommodation)

Job Requirements

The POS Helpdesk and Support Technician performs front-line remote POS helpdesk calls, installations, repairs, updates, upgrades, troubleshooting issues, and other IT maintenance tasks to ensure optimal point-of-sale equipment performance.

This remote role will be crucial amongst diverse team members and be the front line for our retail stores, ensuring systems stability and troubleshooting hardware and software in a fast-paced, results-driven environment.

• Assist with POS system and support for all retail locations.
• Support POS software and hardware development cycle by determining user-expected behavior.
• Document detailed procedures for best practices.
• Hardware failure diagnosis on desktops and servers and specific store systems.
• Network hardware support: routers, switches, wireless technology.
• Manage hardware and software implementation as they relate to assigned infrastructure components.
• Act as a liaison with vendors, as needed.
• Perform situation analysis and make recommendations for solving problems.
• Experience with ticketing systems and managing tickets.
• Maintain and manage all assets using asset management software.
• Knowledge of supporting Microsoft Office 365 (Excel, Word, Outlook, etc.)
• This role also includes setting up hardware or software as needed.
• Critical thinking to find long-lasting solutions instead of ‘band-aids’ to fix issues.

Knowledge, Skills, and Abilities Required:

• Technical Capacity
• Problem Solving/Analysis
• Customer/Client Focus
• High Level of Integrity
• High Energy Level
• Dependability
• Productivity
• Professionalism

Work Experience

• -5 years of technical experience in helpdesk or customer support preferred.
• Associate degree in computer science preferred.
• Extensive experience with all versions of Windows desktops
• Strong/experience-based skills with all Microsoft Office applications and Office 365
• Ability to quickly learn new software and hardware systems.
• Demonstrated ability to work effectively within a team and independently when needed.
• Knowledge/experience working with networking tools and tasks.
• Network printer setup and configuration experience.
• Excellent time management skills and the ability to meet commitments/deadlines.
• Punctual with a positive attitude
• Willing to go the extra mile to satisfy the client and ensure the team’s success.
• Availability to work variable shifts, including weekdays, weekends, and some nights.
• Ability to work both independently and collaboratively as projects require.
• Ability to strictly follow instructions and directions.
• Demonstrated ability to investigate and identify hardware, network, or software issues and take steps to resolve them with limited supervision.
• Experience working in ticketing systems to record issues, correspond with customers and utilize documented methods to resolve the situation to the customer’s satisfaction.
• Experience in/knowledge of point-of-sale software is an advantage.
• Solid verbal, written, and interpersonal communication skills are required.
• Ability to prioritize and complete multiple tasks simultaneously is required.
• Install and configure hardware and software components.
• Troubleshoot general hardware and software issues.
• Repairing or re-running Cat5 cabling
• General Office software support (Excel, Word, Outlook, etc.)
• Use of systematic processes to narrow down the root cause of issues.
• Critical thinking to find long-lasting solutions instead of ‘band-aids’ to fix issues.
• Experience supporting IT in a remote setting and self-managing.

Physical Demands:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Requires frequent lifting and carrying of 1-25 pounds (occasional up to 25#).

While performing the duties of this job, the employee is regularly required to talk and listen. This position requires sitting, standing, walking, bending, kneeling, stooping, crouching, and crawling all day. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Travel:

Local travel is primarily done during the business day but may require up to 30%.

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While this description is designedto reflect the position's activities and requirements accurately, management reserves the right to modify, add or remove duties as necessary

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift

Experience:

• Ticket System Management: 2 years (Preferred)
• Helpdesk or Call Center IT Support: 2 years (Preferred)
• Retail Technology Store System: 2 years (Preferred)

Work Location: In person