Helpdesk Technician

Helpdesk Technician Responsibilities:

The Helpdesk Technician has the ultimate responsibility for providing excellent customer service to the retail and office locations when trouble shooting initial requests for equipment support. The Helpdesk Technician works closely with store personnel, Information Technology (IT) and Maintenance teams and reports directly to the Director of Information Technology (IT).

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Research issues using available information resources including online resource, equipment manuals, and company SOPs
• Escalate emergency inquires to Director of Information Technology (IT)
• Advise internal users on appropriate actions to correct issues while maintaining a positive and professional demeanor
• Log and register all help desk interactions including actions taken
• Redirect problems to appropriate departments if the initial inquiry cannot be resolved over the phone or email
• Identify and organize help desk tickets according to priority
• Stay current with system and equipment information, changes and updates
• Track and analyze trends with equipment issues and make recommendations for process improvement or Companywide equipment upgrades
• Maintain daily performance of computer systems
• Run diagnostic programs to resolve problems
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Install computer peripherals for users
• Follow up with customers to ensure issue has been resolved
• Gain feedback from customers about computer usage
• Run reports to determine malfunctions that continue to occur

• High School Diploma or equivalent
• Strong customer service skills
• Able to work effectively in a fast-paced environment while maintaining 100% customer focus

• Customer service experience
• Information Technology and/or maintenance experience
• Retail background

The Helpdesk Technician is a full time position and works 40 hours per week

The Helpdesk Technician is a non-exempt, hourly position