Associate’s Degree in Information Technology or
equivalent combination of intellectual instruction and work
Certification as 1 st level Epicor Help Desk is a plus.
Required Knowledge :
Knowledge of repairing PCs & peripheral equipment (i.e.
printers, monitors, scanners, etc.).
Windows Operating Systems (i.e. XP, etc.), POS Software & Related Applications.
1-2 years of Information Technology Experience, Retail Experience is a plus.
Skill and Ability:
Excellent Communication skills including; written, verbal, and active listening.
Excellent Interpersonal skills.
Ability to think logically, applying reasoning techniques to provide well-thought out solutions.
Solid documentation and organizational skills.
This position is responsible for answering, entitling, and following-up on help desk tickets pertaining to technical issues received from our retail stores, customer support center, and distribution center in a timely manner. Provides support on a varied of technically issues.
Essential Functions :
Our competitive salary and benefits package includes matching 401K, medical, dental insurance, vision-care plan, prescription drug coverage, disability benefits, confidential employee assistance program, health advocacy program, life insurance, flexible spending accounts, paid time off, paid holidays, associate discount, a credit union, an on-site gym and wellness programs.
- Identify, research and resolve technical problems while providing exceptional customer service when responding to Help Desk tickets from retail stores, customer support center, and distribution center associates in a timely manner.
- Work with other IT and business teams as appropriate to determine and resolve issues.
- Maintain timely and accurate reporting of all requests utilizing the Help Desk Incident Reporting System. Follow-up to ensure that incidents are resolved and database records reflect proper resolution.
- Work with vendor support contacts to resolve technical problems with Point of Sale software and hardware.
- Foster a positive attitude and team player spirit with coworkers Other Functions: · All other miscellaneous help desk issues as they arise or are assigned.
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