Technician, Help Desk I

Kirkland's Alamo, TN 2019-07-08

Overview

The Help Desk Technician I is an entry-level position, which provides in-store users with guidance and first level support by assisting in problem resolution and documentation of common support issues. The Help Desk Technician acts as the key contact for store systems to resolve any training or technical issues that arise. The Help Desk Technician I should be able to solve the most common store problems and if they are unable to resolve the issue they will escalate to the next tier of support.

Responsibilities

§ Responds to store user’s requests for information and assists in problem resolution.

§ Responsible for logging all support calls in track-it and providing updates as required.

§ Escalates problems that can’t be resolved at first level to Help Desk Technician II within pre-determined service levels.

§ Responsible for identifying training needs and providing in-store training for store users.

§ Maintains contact with store users on operational and production problems.

§ Assists in coordinating the resolution of Point of Sale applications/software systems problems impacting production.

§ Assists systems and programming personnel, as requested.

§ Assists in resolving in-store technical computer operations equipment problems.

§ Initiates corrective action or carries out instructions to resolve system problems on production jobs.

§ Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.

§ Strives to learn the job functions of the position’s immediate superior as well as peer level positions with whom the individual interacts. It is the responsibility of the individual to be prepared for temporary re-assignment and/or promotion due to extended illness, personal emergency or business necessity.

§ Fulfills departmental requirements in terms of providing administrative notification during periods of illness, vacation, or education.

§ Develops and maintains service level agreements with the various user departments and enterprise business units.

§ Performs at or above the enterprise’s Information Technology performance standards.


§ Ability to sit at a computer for extended periods of time.


Qualifications

  • High school diploma required.
  • BS or BA degree in computer science, business administration or related work experience preferred.
  • Or any combination of education, experience, and training that demonstrates the ability to perform the key responsibilities of this position.
  • Ability to work varying shifts.
  • 1 - 2 years’ experience in a customer service related field.
  • Knowledge of all in-store hardware and software in use.
  • Ability to operate support tools effectively.
  • Excellent oral and written communication skills.
  • Ability to communicate effectively with all levels of skill sets.
Proficient in Microsoft Office.

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