Help Desk Agent

THE POSITION   The Help Desk Agent (Full-Time, Hourly) will be responsible for the support of desktop computer and related equipment and software both at the stores and the Store Support Center (SSC).  The Help Desk Agent is the primary point of contact on the IT Support Line and IT ticketing software.   Primary Duties & Responsibilities:   Leadership and Team Member Partner with other members of the IT/IS staff, contractors, and vendors to ensure efficient computer operations to the SSC and to the stores. Maintain professional currency on technology in use within the corporation as well as be aware of industry trends which may benefit or impact the organization.   Business and Financial ·         Help establish and ensure computers systems remain in service to process corporate and partner revenue streams. Provide input into the annual budget and help ensure equipment acquisitions and service expenditures conform to the budget. Management and Operating Responsible for answering IT Support Line calls, responding to IT tickets and e- mail, and acts as an escalation point for outsourced support vendors. Provide primary support for any computers, software, and related equipment located at the SSC, and secondary support for any computers, software, and related equipment located at the stores. Provides backup support and administration of any POS and related software located at a store location, as well as backend POS systems located at the SSC. Prepares equipment for shipment to stores by imaging computers, configuring peripherals, and fully testing to make sure all is functional before shipment. Provides backup support and administration of any phone equipment located at the SSC. Other duties as assigned   Guest and Partner Act as partner with other members of the IT/IS department, vendors, and partners to provide solutions for both the Store Support Center as well as the store locations. Administrative Support and assist with special projects and company initiatives as needed Technical Requirements – The technical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job and may change over the course of time. Desktop Operating Systems: Windows 10, 11 Microsoft Office 365 Computer Hardware: Desktops, laptops, printers, POS peripherals. Network Equipment: Layer 3 switching/VLANs, router configuration, VPN, Firewalls, Ring Central phones Oracle POS, Verifone payment landscape   Physical Demands – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Desktop Support Specialist is frequently required to lift and carry items weighing 50 lbs.; stand; walk and use hands to finger, handle, or feel; and work in a data center environment with both colder than normal temperatures and louder than normal sound levels. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.   Travel Requirements The Help Desk Agent will be required to travel up to 10% of the time.

Salary : $20 - $29