Helpdesk Support Technician

Description

Service Desk Analyst -This team supports corporate employees as well as the employees at their retail locations. The majority of the support at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. Corporate support will involve supporting M365 (Outlook, Teams, etc). This role involves incoming calls from users that can be non-technical, so the ability to ask questions in layman's terms is imperative. After calls, this person is responsible for documenting the issue in ServiceNow (ticketing system) but they are moving to ServiceNow so that will switch. This environment does have Windows and Linux as the POS systems run on both. The ability to take 30-40 calls/tickets per shift, typing quickly, general computer knowledge is all required. This is a 24/7 Phone support environment. This role is a L1 support role. They have 3 people supporting password resets, vpn resets, and basic L1 troubleshooting. The rest of the team handles more complex issues like network troubleshooting and POS support.

The Service Desk Associate will provide first line support for remote users on core business applications. This is a real-time, fast-paced environment. Will handle inbound trouble calls and requests; password resets; troubleshoot and resolve level 1 issues; and escalate as needed for advanced issues. Will be responsible for proactively following up on tickets to ensure successful closure. The environment includes proprietary software in a complex environment.

In addition to supporting customers, the help desk staff will also develop, maintain, and contribute to support knowledge base and other documentation.

Candidate Experience:

•1-2+ years' experience in user and customer support in a phone support role

• Experience with password resets in multiple systems

• Level 1 technical troubleshooting experience

• M365 support experience

• Experience documenting in a ticketing/ITSM system (ServiceNow preferred)

• Knowledge of software and operating system support

• Point of Sale experience is a plus

• Patience and excellent communication skills!

Required Skills:

• Windows, Linux, MS Office Troubleshooting and problem solving over the phone

• User interaction/communication (oral and written)

• Knowledge of retail, POS, or customer-facing product support is highly preferred

Skills

phone support, help , service desk, ticketing system, password reset, Windows 10, Troubleshooting, Ticketing system, technical support, help desk, Windows, Office 365, Hardware, network support, point of sale

Top Skills Details

phone support, help desk, helpdesk, service desk, ticketing system, password reset, Windows 10, Troubleshooting,Ticketing system, Technical support

Additional Skills & Qualifications

Windows 10

Office 365

Point of Sale / POS

servicenow

troubleshooting

customer service

network support

Experience Level

Entry Level