What are the responsibilities and job description for the Analyst, Help Desk Level I (Location Flexible) position at DUMAC Business Systems, Inc.?
Description
Who You Are
As a Help Desk Analyst, you will work directly with customers over the phone & email to coordinate and complete the implementation and support of cutting-edge and legacy vertical applications in point-of-sale technology; ensuring all facets of system (hardware, software, networking, etc.) are functioning prior to turning system over to the training team.
What You'll Do
- Answer live calls from customers in a fast-paced environment
- Work through various hardware and software issues on a daily basis
- Configures hardware / software / firmware to match customer specifications
- Follows-up and supports existing customers
- Coordinates with groups involved in projects
- Performs set-up / configuration and / or training for projects assigned or helps others performing the same when requested
- Work with level 2 and 3 technicians to ensure smooth hand-off of escalated calls
- Works with minimal supervision and be proactive in answering tickets throughout the workday
- Works with customers and DUMAC team members to resolve support calls while working on other projects; multi-tasking required
- Participate in weekly rotation of after-hours on-call duty and working weekend shifts
- Help with proper documentation of support call activity
What You'll Bring to the Team
Preferred Qualifications
What We Offer
Read more about our benefits!
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Other Duties / Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.
Compensation
The pay range for this position is $15.50 - $20.00 / hour. Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience. The total compensation package may also include other elements in addition to a full range of medical, financial and / or other benefits (401(k) eligibility, PTO), dependent on the position. If hired, employees will be in an "at-will" position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department performance, and market factors.
EEO Statement
DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, parental status, genetic information, political affiliation, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http : / / www.dol.gov / ofccp / regs / compliance / posters / ofccpost.htm
Salary : $16 - $20
