Tier 1 POS Help Desk

Job Title

Tier 1 POS Help Desk Analyst

CHARLOTTE, North Carolina, United States,

• Complete, remote PC support at the Windows OS level
• Manage the installation and configuration of PCs, printers, and other peripherals
• Support user access to applications and systems through OKTA account management
• Support Office 365 environment, including provisioning and access to provisioned resources
• Provide basic support of the Point of Sale (POS) system and escape to POS vendor as necessary;
  Coordinate new POS installations with POS vendor
• Engage ISP and work with ISP to resolve down and poorly performing circuits / connections
• Leverage SoHo networking skills to troubleshoot and resolve connectivity issues
• Manage multiple chat sessions as required, determining appropriate course of action to resolve user issue completely in a minimum amount of time
• Troubleshoot and resolve printing issues
• Add users and assist with password issues as required to ensure franchisee and internal user access to supported systems
• Participate in Jira ticketing system and provide a complete record of the issue and resolution provided
• Creates standard process documentation for common issues that can be utilized by the support team to resolve those issues
• Manage the process of on-boarding and off-boarding of franchisee and company owned stores
• Adhere to incident management program relative to role

• Help Desk
• POS Software
• Trouble Shoot
• Windows 10
• Printer Support
• Service desk
• Support
• Phone support
• Troubleshooting

• 2-3 years’ of supporting POS systems and self-checkout units. (They work specifically with MKey, but this person doesn’t have to have that experience.)
• 2-3 years of general help desk support; comfortable on the phone taking 20+ calls a day and responding to emails and chat; able to juggle between 4–8 chats at a time.
• Someone with great customer service experience (being in any type of customer support role dealing with customers/end users would be fine.)

The individual would have to work a shift between 7am – 8:00pm Monday – Friday. They will have to be open to working one weekend a month.

Drug Test

Required:

true

Experience Level: Entry Level