What are the responsibilities and job description for the Help Desk Technician II position at Rouses Enterprises LLC?
Help Desk Technician II
Welcome to Rouses! Our family-owned company has a long-standing commitment to provide our customers with the best quality, value and service every time they shop our stores. Great people make a company a great place to shop, work and build a career. Our team members are the foundation of who we are, why we have been successful for three generations and the reason we will continue to thrive for generations to come.
We are committed to be the area's leader in service, value, professionalism and clean stores. Rouses is growing and we're searching for business professionals to grow with us. We look for team members who can put the customer first, deliver results and create excitement to sustain our reputation as “Best Place to Work.” At Rouses, each person brings their skills and passion to a fast-paced, ever-changing retail environment.
The Help Desk Technician II is a professional and customer-oriented technician who will provide level 2 customer support for end user incident reporting. You will troubleshoot, monitor and escalate technical problems.
Responsibilities include, but are not limited to:
· Assisting and supporting end-users with technical issues and questions related to software systems and applications.
· Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SLAs, work instructions & knowledge articles.
· Thoroughly documenting requests and incidents according to business processes and standard operating procedures.
· Documenting detailed, specific work notes regarding the interaction with the customer
· Providing case status updates to management and end-users according to service level guidelines.
· Always maintaining a high level of courteous customer service.
· Communicating with customers at all levels of technical and non-technical skill sets.
Knowledge, Skills, Abilities & Experience:
· Intermediate level of technical experience with software
· Experience providing support via remote tools
· Demonstrated root-cause analysis skills
Qualification:
· High School Diploma or equivalent required
· 2 or more years of related experience
· Ability and willingness to work and adhere to any full-time shift in our challenging, structured 24x7 help desk environment
Job Type: Full-time
Pay: $12.00 - $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location: In person
Salary : $12 - $18
