Store Help Desk Associate

At Hot Topic, we’re passionate about creativity and high performance. Our success comes from high-caliber teams that love our product and have a tenacious approach to learning. Supporting our retail stores, our IT Help Desk team keeps the signals flowing by responding to telephone calls, email and personnel requests. Researching and resolving technical problems as well as tracks and monitors issues to ensure a timely resolution. This role reports into the Manager of Help Desk.

Pay range is $20-$22/hr.

Please note the pay range for this position starts as listed in the job posting, but other factors such as an individual’s education, location, meeting the minimum job requirements for the role, training, and experience, will determine the final salary for potential new hires.

WHAT YOU'LL DO:

• Monitor ticket queues and assigns them timely and accurately.
• Identify trends that affect call volumes and makes the Helpdesk staff and manger aware of them.
• Provide feedback and suggestions to improve Help Desk business process.
• Coordinate issue resolution with other support areas, as required.
• Maintain accurate applications and business processes documentation.
• Serve as an initial point of contact on team support and technical issues.
• Ensure timely and effective resolution to all Helpdesk calls by providing technical and procedural support.

WHAT YOU'LL NEED:

• Minimum of 1-2 years of experience in help desk support, or education with related certifications.
• Knowledge of POS or experience with incident tracking software (BMC Track-It) is a plus!
• Technical knowledge of the following: Microsoft Windows & Apple OS X operating systems, MS Office, mobile device management.
• Ability to meets deadlines and prioritize tickets appropriately.
• Demonstrates a dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly.
• Demonstrates the ability to work independently and on a team.