IT Support Tech

Shift: Monday-Friday, 9AM-6

PMThe purpose of this position is to perform the day-to-day investigation and resolution to ensure proper functionality of all information technology.

This individual:

Addresses and resolves incidents and requests reported to IT Support Services by internal, external, or third-party customers based on service level agreement.

Remotes into various user or site equipment for advanced investigations and troubleshooting.

Logs all incidents and requests into tracking tool and ensures all relevant information and categories have been documented.

Escalates and engages IT resources to resolve incidents that are beyond the scope of their ability or responsibility.

Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Grows general knowledge of supported corporate and store information, increasing ability to resolve requests on first contact.

Additional duties and projects as required.

Required

Education and/or Experience This position requires an Associates Degree (A.S.) in related field and 2+ years of help desk experience, or equivalent combination of education and experience. Previous experience in a tier 2 support or tier 3 support corporate environment preferred.

Required Computer and/or Technical Skills Should have working knowledge of MAC OS/iOS and intermediate knowledge of, Windows XP, 7, and 8,and Microsoft Office, working knowledge of SQL Database Servers, LAN and WAN networks is required. Should have intermediate knowledge and abilities with Microsoft Office products, and strong knowledge of computer and web/digital technologies, software, and applications. A+, Net+, MCSA certifications are a plus.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sit for more than 6 hours per shift

Use hands to finger, handle and feel Reach with hands and arms

Talk and/or hear

Walk or move from one location to another

Occasionally may need to climb, balance, stoop, kneel, or crouch

Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally

Punctuality and regular attendance consistent with the company’s policies are required for the position.

Average work week is 40-45 hours, which can vary depending on business need.

The work environment for this position is a moderately noisy office setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.#LI-DNIPay range: $24-$25.75/hr (Depending on Experience). This role will be eligible for medical, dental, vision, 401k, sick leave, parental leave, and company paid time off plan.

This job description is not intended to cover all aspects, duties, and/or responsibilities required of employees. Employees may be asked to perform additional duties outside of normal job scope on a temporary or permanent basis per company policy. The company reserves the right to modify this job description with or without notice.

EEO Statement:

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