Service Desk Technician I (Part-Time)

Summary

The Service Desk Technician I is the primary point of contact for store Teammates on Store Systems; including Point-of-Sale (POS), Phones, Music, Video, Network, Mobile Devices. The Service Desk Technician I in the IT/ Store Systems Department provides comprehensive technical support to all stores. Also act as a liaison between stores and other departments during and outside normal business hours for both non-emergency and emergency situations. Requires knowledge of industry standards and best practices within the IT community. Will work with both technical and non-technical Teammates in performing fault isolation with hardware and software issues, both within and outside the company. Position may require evening and weekend availability and variable hours based on business needs.

Essential Duties and Responsibilities

This description intends to describe the general nature and level of work performed by Teammates assigned to this job. It is not intended to include all duties, responsibilities and qualifications. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Troubleshoot, answer questions, solve incidents and provide support related to POS software.

• Assist with replacement POS hardware as required.

• Collaborate with store Teammates, other departments and third party vendors as necessary.

• Troubleshoot and support communication issues to include initial network troubleshooting, phone lines (POTS/Frame) and troubleshoot and isolate in- store wiring and maintain proper documentation.

• Assist with software/hardware testing used in the stores.

• Fulfill mission statement by performing job duties with a high level of Guest service while contributing to a positive team spirit.

• Special projects and other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education and/or Experience

Associate’s degree from two year college or university or currently in progress; or one to three years related experience and/or training; or equivalent combination of education and experience. Industry certifications such as ITSM, ITIL, HDI, A+, Apple or MCP desired.

Physical Demands

The physical demands described here are representative of those that must be met by a Teammate 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 Teammate is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The Teammate is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The Teammate must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.