Support Technician

The position of Help Desk Technician is to provide expert technical and operational support for the point-of-sale systems and other technical resources and tools for our users, both in remote locations and at the home office. This position will be based at our corporate office in Lenexa, Kansas. The selected candidate must be local to the Kansas City metro area as this position does require working in office.   The selected candidate will be required to work in the office 5 days a week during training.  Upon successful completion of training the employee will be allowed to work 1-2 days a week remotely as business needs allow.

Our corporate office is located at 8208 Melrose Dr Lenexa, KS 66214.

Support Technician Primary Responsibilities:

• Serves as first point of contact for customers seeking assistance over the phone, email or other established means of contact and responds in a timely and professional manner.
• Walk customers through the problem-solving process.
• Troubleshoot and resolve Point of Sale (POS) software problems for remote branch personnel.
• Escalate unresolved issues to authorized individuals / departments.
• Provide guidance to remote branch personnel regarding the operational aspects of the POS software.
• Enter all activities performed in company tracking software as defined by policy.
• Perform remote computer and software administrative duties at branch locations on an as needed basis.
• Collect data and provide reports for POS systems on a daily basis.
• Predictable and reliable attendance is an essential requirement of the position
• May perform other duties as assigned.

Experience

• Experience with desktop OS software and hardware
• Excellent verbal and written communication skills.
• Ability to type at 30 wpm.
• Ability to analyze and solve problems.
• Ability to prioritize and organize.

Education

• High School diploma or equivalent.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

COMPETENCY

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

EOE