STS Specialist - IT Operations Job Columbus area,Ohio USA,IT/Tech

The role involves providing high-quality customer service support, utilizing strong interpersonal and administrative skills to ensure resolutions for store hardware, software, and procedural processes.

Direct store support, including assisting store employees with first-tier hardware troubleshooting.
Escalation authority to analysts for tier 2 services.
Takes necessary action to correct or escalate emergency situations.
Provide resolutions for stores by isolating problems, researching solutions, and conducting corrective steps.
Document accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations.
Utilize probing questions to detect the root cause of an issue to initiate a specific troubleshooting process.
Investigate current system information, updates, and outages to stay current with policies and procedures.
Maintain strong verbal communication and customer service skills under escalations of emergency and non-emergency situations.
Execute an accurate and efficient troubleshooting process to conclude resolutions for each issue.
Provide technical support to corporate associates via email and other means of communication.
Obtain increased understanding of POS equipment and procedural processes used by stores.
Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in a related industry.
Previous experience in a help desk environment.
Minimum 3 years of experience in a related field.
Basic understanding of various hardware and network configurations.
Preferred knowledge of Apple iOS and software, including handheld equipment, i.e., phones, tablets, etc.
Detailed knowledge of Point of Sale hardware and software configurations.
Detailed knowledge of Microsoft applications and operating systems.
Detailed knowledge of telecommunications hardware, wiring, and services.
Detailed understanding of remote access systems.
All candidates must have a typing test on their resume of 50 WPM or above.