Help Desk Associate

CITITRENDS is seeking a Help Desk Associate who will be responsible for supporting and maintaining computer systems and software deployed to support the Stores and all of their processes. This includes but is not limited to Point of Sale, Merchandise Management, Networking and Telecommunications, Stores Security Systems, HR Systems, Wireless equipment and all of the software and hardware used to support these systems. The Help Desk Associate I will play a critical role in building a positive work culture, driving employee involvement, and supporting change management efforts within the retail organization.

DUTIES/RESPONSIBILITIES:

• Consistently report to work as scheduled and on time

• Coordinate and communicate effectively with members of your team

• Perform tasks in a detailed and efficient manner based on the given direction

• Ensure all assigned tasks are completed as directed and on time

• Respond to requests from internal and external partners in a professional and timely fashion

• Answer calls and troubleshoot problems over the phone for all store software and hardware

• Effectively analyze and log issues into a Ticketing system

• Assign proper priority and escalate issues when necessary

• Remotely troubleshoot various issues including hardware, software, database, networking, wireless and telecommunications

• Take ownership of issues and drive them to a resolution using all available resources

• Provide support in a fair and balanced manner as a key member of a TEAM

• Provide support in a professional, caring, expeditious and effective manner

• Understand and consider the impact your actions have on the store and customer

• Communicate effectively with internal and external business partners

• Develop your knowledge of your working environment to provide better support

• Provide support to meet or exceed the expectations documented in our SLA (Service Level Agreement)

• Follow all support procedures as outlined in our Operations Manual and\or other provided documentation

• Escalate issues when needed according to the documented IS Escalation Procedure

• Prioritize calls in Queue and follow-up according to the severity of the ticket

• Open\update a ticket for every incoming\outgoing call, e-mail and voicemail

• Provide detailed information and all troubleshooting steps for every ticket

• Determine and assign each ticket to it's appropriate Problem Type

• Monitor and update all open\existing tickets

• Consistently check and respond to e-mails from all Business Partners

• Performs other duties as may be assigned.

REQUIRED SKILLS/ABILITIES:

• Must be available 7 days a week for shifts ranging from 8AM – 10PM, EST

• The ideal candidate will possess superior communication skills

• Working knowledge of MS Office and Windows

• The ability to learn new technology quickly and thoroughly

• Ability to work through roadblocks and bring about resolution

• Advanced problem solving and troubleshooting skills

• Self-motivated and enjoys learning new technologies

• Ability to document and record statistics and execute tests with extreme attention to detail

EDUCATION/EXPERIENCE:

• Experience with Win OS, Mac OS, wireless and networking basics a plus

• Experience with executing basic SQL statements a plus

• Experience with SQL and Relational Database technology a plus

• Experience with POS hardware and software a plus

• Experience troubleshooting hardware and software issues with remote users

PHYSICAL REQUIREMENTS:

• While performing the duties of this job, the employee is regularly required to sit. The employee must frequently use their hands to handle or feel objects and must be able to speak and hear clearly.

• The employee may occasionally need to lift and/or move up to 25 pounds. Specific vision abilities required for this job include close vision, distance vision, and depth perception.

• The employee must be able to work effectively in a fast-paced environment.

GENERAL INFORMATION:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Equal employment opportunities are provided to all employees and applicants for employment. Discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. is prohibited.