Description
ESSENTIAL JOB FUNCTIONS:
• Support Windows based back office systems at multiple retail stores.
• Ensure that retail stores are able to poll data from the Point of Sale system.
• Investigate problems with debit and credit card transmissions.
• Deploy software upgrades to point of sale and back office systems.
• Repair computers and Point of Sale devices as needed.
• Troubleshoot remote networks
• Open tech dispatches with 3rd party vendors
• Verify that stores have transmitted required data.
• Produce reports for store managers.
• Document business processes and procedures.
• Documents clear and concise descriptions of user issues or requests in Helpdesk Tickets
• Support System Administrator as needed.
• Update CRM as needed
• Performs basic administration and troubleshooting of desktop and laptop computers, printers, and other
hardware.
• Keeps manager and IT team members informed of system issues impacting multiple users/sites
• Other tasks as assigned by management.
• Must demonstrate good judgment, problem-solving ability, and be able to work independently and as a member
of a cohesive team.
• Able to proactively identify concerns and issues and provide solutions
• Image Point of Sale and Back Office computers
• Develop trends by monitoring and analyzing incoming calls, problems, and support requests
• Take ownership and responsibility of queries, issues and problems assigned through the helpdesk and complete
these within the approved SLA's
• Demonstrates the ability to prioritize incident and request tickets.
• Possesses a strong desire to learn and ability to follow policies and procedures
JOB QUALIFICATIONS:
• 2 or more years of experience in an IT support role and/or 2 or 4 year college degree preferred.
• Competent in Basic TCP/IP Connectivity, DNS and VPN.
• Experience managing firewall and routers preferred
• Support Microsoft Windows 7,8,10 Pro Desktop Operating Systems
JOB DESCRIPTION
Helpdesk Analyst
Updated 03.2018 Page 2
• Support Microsoft Windows Server 2008,2012,2016 Operating Systems
• Experience supporting O365, Office 2010,2013,2016
• Basic Active Directory knowledge. Create user accounts, reset passwords, create groups ect.
• Experience supporting many end users, ideally in multiple retail stores located in multiple states
• Good knowledge of retail POS systems.
• Experience tracking issues via ticketing system
• Proven ability to foster, develop, and implement process improvements.
• Ability to work with people in all types of positions and have considerable tact in dealing with others.
• Ability to provide proof of authorization to work in the U.S upon accepting an offer of employment
• Ability to lift 20lbs. when needed.
• Ability to learn quickly and tackle new and technically complex problems with courage and tenacity.
• Must have demonstrated ability to assist with emerging problems quickly and with flexibility.
• Ability to work in a fast-paced environment with changing needs and requirements.
• Must be detail-oriented and be an organized thinker who is service-minded with strong communication &
customer service skills.
• Experience with PDI ERP system preferred
• Comp TIA A+, Network +, ITIL, MCSA certifications preferred
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