STS Specialist - IT Operations

Description

JOB DESCRIPTION

We would like for candidates to be local to or within driving distance of Columbus as we intend to have them all meet in person on day 1 and then also be available for a store visit.

Training hours would last for 3 weeks and would be Monday through Friday, 8am to 4:30pm EST with 30 minute meal.

At the conclusion of training, schedules will be assigned and hours can vary. At this time, it looks like our needs will be Monday through Saturday with most start times around 10am or 11am EST and potential quit times as late as 9pm. Open availability during those hours is required.

Phone heavy position, must have excellent communication skills (French is NOT required for this role). This is a high quality customer service support role that implements strong interpersonal and administrative skills to ensure resolutions for store hardware, software, and procedural processes.

AUTHORITY:

- Direct store support, including having store employees assist with first tier hardware troubleshooting.

- Escalation authority to analysts for tier 2 services.

- Takes necessary action to correct or escalate emergency situations. REPORTING RELATIONSHIPS Reports directly to Stores First Response Supervisor MAJOR ACTIVITIES

1. Provides resolutions for stores by isolating problems, researching solutions, and conducting them through corrective steps.

2. Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations.

3. Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process.

4. Investigates current system information, updates, and outages to stay current with policies and procedures.

5. Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations.

6. Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue.

7. Identifies and reports problem trends with GTS (Gingham Technology Services) Analysts to track and resolve current, and future problems.

8. Provides technical support to corporate associates via email and other means of communication.

9. Obtains increased understanding of POS equipment and procedural processes used by stores.

KNOWLEDGE AND

SKILLS:

-Strong customer service, interpersonal, verbal and written communication skills.

-Successful completion of service at a minimum of "Meets Expectations" in the Incident Management Coordinator position for 6- 12months.

-Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry.

-Previous experience in a help desk environment.

-Minimum 3 years experience in 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

Skills

customer service skills, communication & people skills, help desk, POS, hardware troubleshooting, MDS, document management

Top Skills Details

customer service skills,communication & people skills,help desk,POS,hardware troubleshooting,MDS,document management

Additional

Skills & Qualifications

We would like for candidates to be local to or within driving distance of Columbus as we intend to have them all meet in person on day 1 and then also be available for a store visit.

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Columbus, Ohio.

Pay and Benefits

The pay range for this position is $20.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the…