Process Specialist

The Help Desk Analyst is responsible for handling all field operation needs relating to facility maintenance, guest services, point-of-sale software and hardware, and financial reporting applications/communications to ensure in-store business continuity. Responsibilities include phone support, equipment troubleshooting, process training, and dispatching of additional on-site support.

• Provide immediate assistance by phone for IT-related application or hardware failures
• Provide first-level phone support of facility maintenance issues
• Track and follow-up on exiting or repetitive trouble tickets
• Enter all field issues into call tracking software complete with troubleshooting steps and additional information and dispatch, as applicable
• Provide exceptional customer service to our guests and team members
• Perform additional duties as assigned

• HS Diploma, GED or equivalent
• Minimum 2 years Help Desk / Call Center experience

• Superior Customer Service Skills
• POS – Point to Sale Help Desk experience
• Clear Communication skills
• Team-oriented approach
• High-level computer knowledge in both hardware and software
• Advanced networking skills