MIS Client Services – Store Support

Job Summary

The MIS Client Services – Store Support provides technical support for Point-of-Sale hardware, PC and laptop hardware, and PC software for all store locations and corporate personnel. This role can be responsible for shipping and receiving equipment to and from stores and vendors, and maintaining an adequate level of spare inventory for stores and headquarters.

• Supports end‑points solutions for store and corporate users.
• Provides customer support through research and materials.
• Troubleshoots and diagnoses POS, PC, printer, and wireless hardware problems to determine causes of malfunctions and take appropriate action to resolve them.
• Consults clients, vendors, and other Information Services personnel to resolve operational and technical issues.
• Provides on‑site support when necessary; requires multiple travel days each month on planned projects and may require travel on short notice.
• Completes the installation and setup of PC equipment using distribution software or site visits.
• Provides after‑hours and weekend support on a rotating schedule.
• Provides technical input for required technical information and updates.
• Utilizes help‑desk software tools to track and document assigned tickets.
• Prioritizes and responds to help‑desk tickets per department requirements.
• Communicates with all customers on expected resolution time frames.
• Works with management and the SAAM team to improve processes and procedures for standardized Windows desktop builds (imaging).
• Maintains a working knowledge of deploying OS and application updates, Active Directory, Group Policy Objects, and Windows operating systems.
• Analyzes and resolves desktop system and application problems.
• Maintains adequate levels of spare equipment through repair and/or replacement for headquarters and stores.
• Maintains adequate shipping and maintenance supplies.
• Tests all equipment returned from stores.
• Identifies patterns of faulty equipment.
• Identifies and reports chronic equipment issues.
• Attends and participates in all department meetings.
• Attends and participates in team meetings and training sessions.
• Performs other assignments and duties as assigned by management.

• Reads and comprehends simple instructions, short correspondence, and memos.
• Writes simple correspondence and effectively presents information in one‑to‑one and small group situations to customers, clients, and other employees of the organization.
• Adds, subtracts, multiplies, and divides in all units of measure, using whole numbers, common fractions, and decimals.
• Computes rates, ratios, and percents and draws and interprets bar graphs.
• Applies understanding to carry out instructions furnished in written, oral, or diagram form.
• Deals with problems involving several concrete variables in standardized situations.
• Must have a current driver’s license and auto‑liability insurance.
• Experience with end‑point security best practices (preferred).

Associate’s degree (A.

A.) or equivalent from a two‑year college or technical school in Computer Sciences; one year related experience and/or training; or an equivalent combination of education and experience.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to frequently lift and/or move 50 pounds and may occasionally be required to lift up to 100 pounds.
• Specific vision abilities required by this job include close vision.

Standard office hours apply with occasional weekends and holidays. Must be regularly available and willing to work on average 40 to 45 hours per week during business hours or as the employer determines are necessary or desirable to meet business needs. This position will provide on‑call support for after‑hours service on a rotating basis and adhere to the McCoy on‑call coverage guidelines.

This position requires occasional travel with overnight stays. The noise level in the work environment is usually moderate.

McCoy’s is an equal opportunity employer. Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodations in the application and/or interview process should contact a representative of the People Development Department at (866) 896‑0884. EOE, AAP, D, F, VA