Service Desk Technical Associate

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The Service Desk (SD) Associate plays an important role in supporting store operations and equipment used by providing technical support via remote access, phone, email or in person. The ideal SD provides superior courteous support, being resourceful in resolving problems and remaining calm when faced with situations where things are not working properly.

They must work effectively and professionally with customers, vendors and other employees at all times.

Proficient use of Microsoft Suite and Google Suite applications is a must.

• Troubleshoot issues over the phone or via email to include:
• Telephones
• Point of Sale Peripherals
• Any and all other systems and/or equipment used within the company.
• Answer incoming phone calls in a prompt, efficient and courteous manner which could include having multiple lines in use at once.
• Review and respond to emails or customer service tickets received in a timely manner. Additionally, system errors reports received should be addressed immediately.
• Maintain a positive customer service-attitude at all times.
• Ensure requests are properly documented and followed through to completion using the proper methods.
• Demonstrate responsibility by owning tasks through to completion or effectively communicating to other IT & Data Associates or IT Specialists to ensure resolution and for seeking help when all efforts are exhausted through the normal methods.
• Operate in a fast-paced environment and provide superior service to multiple sources in a timely and efficient manner.
• The ability to adjust priorities meeting the needs of the most critical issues first is a must.
• Understanding the impact to operations that each issue causes is imperative and should dictate the level of attention and priority given to achieve a solution.
• Be dependable, demonstrating the ability to work with little supervision.
• Follow all Technology policies and procedures.
• Focus on long term solutions to problems, not short-term fixes.
• Be able to pay close attention to detail and determine what course of action to take that will not harm systems or corrupt data.
• Provide support for a number of sources to include co-workers, store associates, vendors and customers.
• Prepare and ship supplies to stores. Maintain accurate records of supplies and shipments.
• Maintain a neat and clean work area at all times.
• Travel to store locations as needed and approved by the manager.
• Additionally, remote work may be required based on inclement weather or emergency.
• Develop and maintain reasonable proficiency with company standard applications and tools through on‑hand execution and learning through other employees.
• Perform other duties similar to those above as assigned by Manager, Tech End User Services & Support or another qualified corporate representative.

• Must have good oral/written communication skills in order to effectively interact with customers, vendors and other employees in person and on the telephone.
• Must be customer service-oriented and team-oriented.
• Must have good organizational skills.
• Must be able to effectively manage multiple tasks simultaneously and prioritize their importance based on impact to operations.
• Must have a valid driver’s license.
• Must be able to climb up and down ladders, reach, bend, twist, kneel, lift up to 50 lbs. and handle large odd‑shaped items.
• Occasional travel to stores may be required.
• Must be able to work a flexible schedule including weekends, evenings, and holidays.

• Entry level

• Other

• Information Technology

• Technology, Information and Media and Hospitality