IT Help Desk Specialist

*Please note this is for 2nd shift (3pm-Midnight) and is fully on site located in the Cedar Bluff area of Knoxville, TN*

The purpose of this job is to provide first level technical support to all company locations.

Responsibilities:

· Utilize defined help desk processes and procedures to provide first level technical support to all company locations including responding to store inquiries

· Analyze and resolve problems with hardware and software, and provide any additional assistance necessary to ensure a positive guest experience

· Monitor system alerts to ensure company sites are running 100% of the time, and troubleshoot and resolve any issues at store level

· Assist stores in researching credit card transactions and ensure payment has been processed; research and collect information for direct bill for failed transactions in order for the company to receive payment

· Assist stores and restaurants with cash balancing and the end of day processes; provide limited support for cash recycler issues including store personnel observation to clear jams within the recycler

· Assist with maintaining the integrity of store databases; ensure the site is processing sales data correctly; perform basic maintenance of the database if necessary

· Troubleshoot hardware issues within stores and if necessary, once replacements have been received, assist stores with the installation of new hardware

· Assist stores and restaurants with point of sale (POS) hardware and software issues to ensure a positive guest experience; assist with diagnosis and correction of issues with back office computers and printers

· Monitor email requests for service and support

· Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level

· Ensure all activities are in compliance with rules, regulations, policies, and procedures

· Complete other duties as assigned

Requirements:

· Associate degree in technology required

· Minimum one year help desk experience preferred

· Basic knowledge of Microsoft Office

· Basic knowledge of Microsoft Operating Systems

· Problem solving skills

· Attention to detail

· Ability to multitask and work effectively in a fast-paced environment under tight deadlines

· Ability to communicate technical information to non-technical users

Experience:

· call center: 1 year (Preferred)

Education:

· Associate (Required)