Overview

The Help Desk Technician I will provide in-store users with guidance and first level support by assisting in problem resolution and documentation of common support issues. The Help Desk Technician I will act as the key contact for store systems to resolve any training or technical issues that arise. The Help Desk Technician I will solve basic store problems and escalate more complex issues to the next tier of support.

Responsibilities

• Responds to store user’s requests for information and assists with problem resolution
• Logs all incidents/requests and provides updates as required
• Escalates problems that can’t be resolved at first level to Help Desk Technician II within pre-determined service levels
• Identifies training needs and provides in-store training for store users
• Maintains contact with store users on operational and production problems
• Assists in coordinating the resolution of Point of Sale applications/software systems problems impacting production
• Assists systems and programming personnel, as needed
• Assists in resolving in-store technical computer operations equipment problems
• Cross-trains with job functions of immediate superiors as well as peer level positions to be prepared for temporary re-assignment and/or promotion due to extended illness, personal emergency or business necessity
• Fulfills departmental requirements in terms of providing administrative notification during periods of illness, vacation, or education
• Develops and maintains service level agreements with the various user departments and enterprise business units
• Performs at or above the enterprise’s Information Technology performance standards
• Demonstrates a commitment to Kirkland’s Values
• Performs all other duties as assigned

Qualifications

• High school diploma required
• BS or BA degree in Computer Science, Business Administration or related work experience preferred
• 1 – 2 years of technical experience
• 1 - 2 years of experience in a customer service related field
• Combination of education, experience, and training that demonstrates the ability to perform the key responsibilities of this position may be considered
• Ability to work varying shifts
• Knowledge of all in-store hardware and software in use
• Ability to operate support tools effectively
• Excellent oral and written communication skills
• Ability to communicate effectively with all levels of skill sets
• Ability to work at a computer for extended periods of time
• Proficient in Microsoft Office