Help Desk Support Specialist

Overview

POS (Point of Sale) experience is required for this role. Remote support – Schedule is 7 a.m. to 4 p.m. Sunday through Thursday, supporting PST standard time. Level 1 Service Desk Analyst. Pay rate: $18 - $21 per hour (W2). This is not a Senior role.

Sunday – Thursday, 7 a.m. to 4 p.m. PST. Must be comfortable with a high-volume desk (60+ calls/day).

• Respond to telephone, email, and Service Now requests.
• Create and track incidents and requests to ensure timely resolution.
• Escalate issues to the appropriate group.
• Support Aptos retail POS system and Retail Devices.
• Resolve everyday problems such as username/password issues, menu navigation, hardware/software verification, installation issues, and setup.
• Operate as Level 1 support by following standard operating procedures through knowledge bases; forward incidents/requests to Level 2 when no solution is available.

• Experience with Aptos retail point of sale system.
• Must have the ability to focus and make quick, sound decisions.
• Must be able to work independently and/or in a group environment.
• Must be a quick learner by documenting and taking notes.
• Must be organized and detail-oriented.
• Work on a rotational after-hours on-call schedule.
• Available on the weekends.
• Must possess top-notch customer service.
• Excellent communication skills, strong work ethic, punctuality, reliability, and desire to excel.
• Solid understanding of networking.
• Proficiency with Windows 10 and Mac OSX.
• Experience managing accounts in Active Directory.
• Service Now is not required, but some ticketing experience is required.

• AS degree or higher or proven years of experience.
• 2 years of Service Desk or Desktop Support experience.

The estimated pay range for this position is USD $18.00/hr - USD $21.00/hr exact compensation and offers of employment depend on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.