Help Desk Technician

Position: HELP DESK TECHNICIAN
Join the Front Line of Customer Support at MAPSCustomer Service Technician At MAPS, our Customer Service Technicians are the first point of contact and a critical connection between our customers, field technicians, and internal teams. If you enjoy solving problems, learning new technology, and making a real difference for customers every day, this role offers a rewarding opportunity to grow your skills in a fast-paced, supportive environment.

What You’ll DoAs a Customer Service Technician, you will play an essential role in ensuring smooth operations and excellent customer experiences by:

Handle inbound and outbound calls with customers and field technicians to diagnose technical issues and deliver timely support solutions.

Record and maintain detailed documentation for point of sale system installations, customer troubleshooting interactions, and incoming purchase requests.

Coordinating the return and tracking of loaner equipment

Creating and managing customer supply order tickets

Maintaining up-to-date customer and store records

Supporting additional tasks and projects as assigned by management

Standard Shift Hours (which could vary as needed)1st Shift - 8:00 am to 4:00 pm2nd Shift - 4:00 pm to Midnight3rd Shift - Midnight to 8:00 amWork Environment:

Fast-paced office setting with frequent interaction via phone, email, and chat Primarily sedentary role; approximately 80% to 90% of work performed at a desk or computer workstation

Extended periods of screen time and computer use are required

Occasional lifting or moving of equipment (up to 25 lbs.)Multitasking and prioritizing in time sensitive situations are common

Collaboration with internal departments and team members
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* Note:

** The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

What We’re Looking For We’re looking for motivated individuals who are dependable, detail-oriented, and eager to learn.

Educational & Legal Requirements:

High School Diploma or GED EquivalentQSR and/or technical computer training is a plus, but not necessary

No felony convictions for 5 years prior to application

Required Skills & Abilities:

Strong attention to detail and organizational skills, ensuring accuracy and efficiency.

Requires strong data entry skills using the company’s proprietary software

Working knowledge of Windows and Microsoft Office software products.

Basic knowledge and understanding of computers, hardware/software terms

Excellent verbal and written communication skills.

Strong interpersonal skills

Strong troubleshooting and problem-solving skills

Ability to work well in a team environment and independently

Ability to be sedentary for up to 8 hours per day Regular in-person attendance is required

Ability to work occasional weekends and holidays

Preferred

Experience and Skills:

Previous Help Desk or Technical Support Experience preferred, but not required

Experience working in a fast-paced customer service environment, such as fast food (QSR) or retail

Computer Assembly/Disassembly knowledgeBilingual
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