Service Desk Tier 2

JOB SUMMARY:

Individual will support the Northgate’s entire technology stack either remotely or in-person via phone, email or Web Chat in a professional, confident and timely manner.  This is a team-oriented IT Position in a fast-paced, rapidly growing retail chain. The service desk personnel are expected to provide curious, respectful and excellent customer service while troubleshooting technical issues. This position requires a highly detail-oriented person capable of staying calm under pressure and walking less technical individuals through troubleshooting steps. The ideal candidate has previous customer service experience in either a restaurant or retail environment and has either 2 years of Service Desk support experience or technical training and certifications. Our Service Desk is operated almost 24 hours per day, 7 days a week -weekend and holidays work will be required on a rotation basis.

The primary purpose of this role is to provide level 2 technical support to resolve reported problems on the first call or escalate as needed with technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Northgate's Stores, and the corporate office. This includes creating documentation by entering details of problems, status of service requests, and resolutions into the company tracking system. In addition, this role performs documented solutions for known hardware and software issues and escalates any unresolved incidents to the appropriate support group. The individual in this role works the hours and schedules required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department. The individual may also be asked to participate in incident calls to assist with task coordination, data gathering, vendor or internal contacts and company communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The essential duties and responsibilities of this position include, but are not limited to, the following:

• Document ALL communication and troubleshooting steps and close or escalate ticket as needed via the Service Desk ticket management system.
• Develop and maintain an in-depth knowledge of the Northgate’s store technologies including standard Point of Sale System (POS) hardware and software technology systems.
• May be assigned additional duties as needed which include software deployment, staging, configuration, testing, installations, or upgrades.
• Develop and maintain knowledge of all business processes and procedures used by Retail Operations.
• Take ownership of the problem, communicate timely with the end-user until resolved.
• Communicate with various vendors for warranty and other troubleshooting requirements.
• Assist with various technical projects as necessary or as directed by manager.
• Take ownership of escalated issues from Tier 1 support.
• Ability to multitask and work over the phone, web browser chat or email.
• Resolve, or assist in the resolution of Customer issues through effective questioning, negotiation and conflict management, and using the correct policies and procedures. Ensure a high level of Customer Service and satisfaction is achieved through the process, end to end.
• Escalate customer’s enquiries appropriately to third level support, where an enquiry cannot be resolved to a customer’s satisfaction.
• Ensure compliance with policies and procedures as outlined.
• Create, or assist in the creation of articles for the Knowledge Base.
• Achieve satisfactory customer ratings via customer surveys and feedback line.
• Responsible for communicating to the business any maintenance, outages or upgrades.

POSITION REQUIREMENTS AND CONDITIONS:

Education/Experience

• Associate degree or job-related experience.
• 2 to 4 years technology support related experience. Diagnosing and troubleshooting software, hardware and procedural problems.
• 1 to 3 years’ experience working in Windows OS, Microsoft Office, AD/Exchange and Office 365.
• Familiarity with POS systems, transportation systems, or retail system is highly desirable.

Certificates/Licenses/Registrations

• CompTIA, Microsoft certifications are desirable.

Skills Required

• Ability to conduct research on equipment issues and products as required.
• Excellent communication and interpersonal skills, as well as relationship-building skills.
• Ability to read and understand technical manuals and procedural documentation.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated, with the ability to prioritize and execute tasks in a high-pressure environment.
• Good technical knowledge of PC and desktop hardware and PC internal components preferred.
• Ability to operate tools, components and peripheral accessories.
• Understanding of the company’s goals, objectives and values.
• Experience working in a team-oriented, collaborative environment.
• Must be able to pass the Service Desk Level 2 Technician Certification with a minimum score of 75%.
• Bi-lingual English and Spanish (Highly desirable).

Physical Demands and Conditions

The physical demands and work conditions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Some requirements may be modified to accommodate individuals with disabilities:

• While performing the duties of this job, the employee is regularly required to sit, stand, and use the hands to handle, finger, or feel objects, tools or controls.
• The employee must occasionally exert or lift up to 20 pounds carrying boxes of records and forms and frequently exert or lift moderate amounts of weight.
• Successful performance requires vision abilities that include close vision and the ability to adjust focus.
• The employee must be able to adapt to a fast-growth/rapid change-oriented environment.
• The employee must sometimes work evenings, weekends and holidays (at times with little advanced notice).
• Be able to pass a standard drug test and qualify as being drug free under the legal and medical guidelines permitted by the Drug Free Workplace Act of 1988.

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The Employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business or the work environment change.