Help Desk Specialist Level 2

JOB SUMMARY:

Reporting to the Director, Infrastructure & Cloud Service or Manager of Infrastructure & Cloud Service the Help Desk Specialist is responsible for first level support for all software and hardware. This position provides effective diagnostic evaluation of end-user customer needs and uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Resolution includes identification research, resolving technical problems, and providing timely response to telephone calls, email and personnel requests for technical support. The position also requires accurate documentation, tracking, and monitoring of tickets to ensure timely resolution. This associate may be required to deliver related technical training and support .

Note: The information contained in this job description is for compliance with the Americans with Disabilities Act (ADA) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individual holding this position and additional duties may be assigned.

ESSENTIAL DUTIES:

• Effectively communicates ideas, expectations, and goals while working with others to achieve desired results.
• Identify trends in support calls and develop documentation to address common problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
• Log and track support calls in the designated system(s) and prioritize/escalate jobs as required to ensure customer satisfaction.
• Accesses software updates, drivers, knowledge bases, and FAQ’s resources on the Intranet to assist customers with issues.
• Support all internal and external customers with product training, knowledge and expertise.
• Provide solutions in a timely manner for issues that arise.
• Assists other teams to initiate, design and manage effective support solutions as required to support business operations.
• Provide quality service to customers in all assigned tasks, while upholding Client values
• Assists with the development and testing of newly designed products for operational integrity and function.
• Brief customers as well as management on the status of current resolution efforts and attend meetings as requested or required.
• Rotating weekend on call support of retail stores.
• Recommends product or system improvements including procedural steps, increased training, and enhanced documentation.

SUPERVISOR RESPONSIBILITIES

• Supervises: None

QUALIFICATION REQUIREMENTS

The individual must be able to perform each essential job duty and responsibility satisfactorily. The following requirements are representative of the knowledge, skills, and/or abilities needed to perform the job at a fully acceptable level.

MINIMUM EDUCATION, EXPERIENCE, AND/OR CERTIFICATION

• Specific Experience based on level:
  • Level 1 Support: 1-3 years’ experience working in a technical support environment required.
  • Level 2 Support: 3+ years’ experience working in a technical support environment required.
    
• Level 2 Support: 3+ years’ experience working in a technical support environment required.
• College diploma or university degree in computer science, computer information systems, or management information systems, and/or 2-3 years equivalent work experience
• Level 1 Support: 1-3 years’ experience working in a technical support environment required.

COMMUNICATION SKILLS

• Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations essential.

OTHER SKILLS AND ABILITIES

• Proven analytical and problem-solving abilities.
• Researches and develops implementation processes for new and changing computer desktop technology.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Day to day management of MDM Mobile Iron and in-tune
• Responsible for recognition, research, isolation, and resolution of assigned calls within established procedures and guidelines.
• Performs general maintenance tasks, troubleshooting and repair of computer systems and peripherals enterprise wide. Removal and placement of computer hardware such as computer, monitor, keyboard, mouse, printer, etc.
• Ability to present ideas in a user-friendly language.
• Computer room operations daily, nightly and month end processing.
• Knowledge of applicable data privacy practices and laws.
• Good written and oral communication skills.
• Researches and develops implementation processes for new and changing computer technology.
• Telephone support, installation of telephone systems, telephone maintenance, wiring and programming.
• Good interpersonal skills.
• SAP and AD Password reset
• Knowledge of navigation in SAP Application, SAP Fiori and SAP CRM.
• Provides 1 st level support to end users for PC and POS applications, hardware and peripherals.
• Works with Business and development team to post and modify Intranet updates using Adobe Creator
• Experience working in a team-oriented, collaborative environment.
• Ability to troubleshoot user end point networking issues in a LAN or WIFI environment
• Keen attention to detail.
• Strong customer service orientation.
• Highly self-motivated and directed.
• Performs analytical, technical and administrative work in the planning, design and installation of new and existing personal computer systems.
• Analyzes and evaluates microcomputer products and systems available in the marketplace for compatibility, expandability and ease of use and support.
• Good understanding of the organization’s goals and objectives.
• Strong technical documentation skills.
• Plays a significant role in the support and implementation of store upgrades.
• Provide guidance/training to less experienced IST Customer Services personnel and business users.

PHYSICAL DEMANDS

The physical demands described here are the representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, sit, and talk or hear. The employee is frequently required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and or move up to 50 pounds. Specific vision abilities required by this job include close vision, distant vision and the ability to focus

WORK ENVIRONMENT

The work environment characteristics described here are the representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee experiences constant interruptions and inflexible deadlines. The noise-level in this environment is qui et to moderate. Duties are performed indoors. Out of town travel of approximately 5-10% is required.