|Reference #||18-01310||Title||Help Desk Specialist|
|Position Type||Right to Hire|
|Experience Level||Right to Hire|
|Start Date / End Date||16-07-2018 --- 30-11--0001|
The Help Desk Specialist position is responsible for providing Help Desk support for the operation of store hardware, software and networking. The specialist will also provide solutions to problems that can be solved through the stores POS and PC systems, and coordinate with various other departments to solve issues involving the pos system.
Responds to telephone calls, emails and personnel requests for technical support in a courteous manner.
Perform post-resolution follow-ups to help requests.
Researches issues and resolves technical problems.
Works with systems and computer hardware vendors to resolve issues.
Forwards issues requiring specialized technical knowledge to the appropriate network administration or soft-ware development personnel for resolution.
Documents, tracks and monitors the problem to ensure a timely resolution.
When required, escalates system problems to IT management.
Assist stores and components plants with solving computer hardware/software problems.
Support Daytime communications, night time communications, internet connectivity, home VPN connectivity.
Solving issues with email/internet websites.
Maintaining vendor software.
Coordinating with outsourcing services, GTT, AMCOM.
Knowledge with DOS/UNIX/WINDOWS operating systems a plus.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Ability to read and comprehend documents (i.e. policy and procedure manuals); write routine reports and correspondence; speak/present in front of a small group.
1-3 years technical help desk experience.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Experience working in a team-oriented, collaborative environment.
This position requires basic training and knowledge specific to hardware platforms, operating systems, operational tools, communication networks, and personal computers.
Experienced with use of Microsoft Office Suite.
Experience with, or knowledge of, POS software preferred.
Retail systems experience preferred.
Bachelor's degree from a four-year college or university; or at least 2 years of specific experience and/or training related to the essential functions of the job; or equivalent combination of education and training.