Store Systems Support Specialist

JOB BRIEF

The Store Systems Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the store level.

?JOB DUTIES?

? Install and perform break/fix to point-of-sale, hardware, software, and peripheral equipment.

? Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems and appropriate software. Equipment could include point-of-sale registers, phone systems, time clocks, and printers.

? Assist and process incoming help desk requests from end users via both walk in and work orders in a courteous manner.

? Build rapport and elicit problem details from end user employees.

? Prioritize and schedule problems.

? Escalate problems (when required) to the appropriate team member as needed.

? Read technical manuals and apply diagnostic utilities to aid in troubleshooting.

? Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

? Identify and learn appropriate software and hardware used and supported by the organization. Provide software and hardware technical support. Provide system support including Point of Sale, Personal Computers, Mobile solutions, Backdoor receiving and store scanning.

? Perform hands-on fixes at the store level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved.

Secondary Job Duties:

? Comply with all company policies and procedures.

? Maintain confidentiality of all data encountered in work environment.

? Perform other related duties consistent with the scope and intent of the position and contribute to team efforts by accomplishing related duties as needed. 

QUALIFICATIONS 

? Associate’s level degree preferred, plus one to three years’ work experience in related field required.

? Valid driver’s license and clean Motor Vehicle Record Report.

? Knowledge of basic computer hardware.

? Experience with desktop operating systems and application support.

? Working knowledge of a range of diagnostic utilities and ability to conduct research into computing issues as required.

? Ability to effectively prioritize and execute tasks in a high-pressure environment.

? Exceptional customer service orientation with interpersonal skills.

? Willing to travel to stores on an as needed basis to provide support and troubleshoot IT Issues as needed

? Expected to participate on weekend rotation schedule.

COMPETENCIES

Never- 0%, Occasionally- 1-33%, Frequently- 34-66%, Continuously- 67-100%

Physical Demands:

? Occasionally: Carrying up to 50 lbs., pushing and pulling up to 50lbs., lifting up to 50 lbs., climbing up to 8-foot height, balancing, stooping, kneeling, crouching, handling, and smelling.

? Frequently: Standing on tile/concrete, walking on tile/concrete, bending, and reaching waist/overhead level.

? Continuously: Sitting, talking, seeing, hearing and manual dexterity. 

Safety Risk Factors:

? Occasionally: Loud noise, slippery or cluttered floor surface, hazardous equipment, contact with sharp objects, contact with skin irritants, toxic exposure (see material safety data sheets), nuisance dust, fumes, sprays, and hazardous cleaning solutions.

? Frequently-Twisting of back and neck.

Other:

? Working environment involves inside office or store with controlled temperatures.

5

Hourly

5

Exempt

IMPORTANT DISCLAIMER NOTICE:

The job duties, responsibilities, skills, functions, experience, educational factors, requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an associate may be required to perform. Fiesta Mart reserves the right to revise the job description at any time and to require associates to perform other tasks as circumstances or conditions of business, competitive considerations or the work environment change.

This is an onsite position; candidates must be able to report to the our Houston, TX  Store Support Center.