Entry level

Job SummaryProvide technical assistance to corporate customers, vendors, service providers with the following : critical system failure, hardware or software issues, general questions, clarification on operational procedures, or require one-on-one training for specific functions with their personal computer.

This assistance includes support for in-house developed and third applications. Schedule and follow-up of service with vendors;

provide hardware, network, and peripheral device installation and troubleshooting.Key Performance Elements

• Provide technical support for (but not limited to) the following areas : computer incidents, desktop (hardware / software), and third-party software / hardware applications
• Trouble-shoot, diagnose and resolve complex PC and network problems
• End user moves, additions and changes
• Provide hardware / software troubleshooting training to other staff members
• Keep incident tracking system accurate and up-to-date
• Assist in developing and improving the team
• Participate in projects and provide assistance to Supervisor as needed· Vital customer service link for IT to stores, vendors, service providers, and franchisees.
• Provide support for third-party applications such as MSOffice products, Adobe, Flash· Resolve time critical issues impacting business operations.
• Follow escalation matrices· Properly document call details in call logging database· Assist service providers with configuration information, parts ordering, troubleshootingEducation / Experience· 2-4 years working with PC applications· 2-4 years IT helpdesk experience· Database knowledge (Access, SQL, Btrieve)· A Certification preferred· ITIL and Microsoft certifications are a plusKnowledge / Skills / Abilities
• Excellent customer service and oral communications skills
• Team Oriented
• Analytical and problem solving skills
• Proficient in Windows desktop operating systems
• Knowledge of Windows-server infrastructure and Active Directory environments
• Working knowledge of Citrix desktop environments a plus
• Ability to answer telephone and respond accurately and courteously to inquiries
• Ability to work independently and prioritize work based upon business needs· Extensive hardware component knowledge. Ability to be flexible with schedule, including a variety of days, nights and weekends.
• Ability to adapt to change within environment relating to processes / procedures to meet business need

Last updated : 2024-08-12