Help Desk Technician I

Under general direction, provides help desk support for retail stores. Provides technical assistance to users of the company's computer systems, installs computer hardware and operating software.
ESSENTIAL FUNCTIONS
Responsible for ensuring the timely process through which issues are controlled.
Logs, prioritizes and resolves trouble calls from Retail stores and Corporate offices.
Responds to and diagnoses problems through discussions with users. Includes problem recognition, research, isolation, resolution and follow-up steps.
Ensures that all data is collected and passed on to the respective application programs. Resolves problems with daily/weekly data collection.
Ensures that data collection sessions via Xcellenet are properly set up.
Uses problem management database and help desk systems to resolve issues.
Handles inventory storage needs. Restocks items returned from stores, installers and vendors. Ships replacement items to stores.
OTHER FUNCTIONS
Returns non-working equipment.
May provide guidance/training on software for less experienced retail and corporate users.
Performs other departmental functions as directed and required.
Installs computer hardware and operating software at Corporate and retail stores.
KEY RESULT AREAS
Dependability, behavior, adaptability, and interpersonal skills.
Ability to troubleshoot and correct faulty hardware and software.
Initiative, organization, quality and timeliness of problem resolution.
Ability to read, write, understand and produce technical documentation.
Ability to read, understand and manipulate network administration tools.
Ensure that computer systems for all stores and corporate associates are operating efficiently.
REQUIRED EXPERIENCE
6 months to 1 year help desk experience.
EDUCATIONAL REQUIREMENTS
Minimum of 2 years college level courses in Computer Science or other computer related field plus at least 6 months of progressive work experience.
REQUIRED LICENSES, CERTIFICATES, OR KNOWLEDGE
Working knowledge of Microsoft Office Suite.
Demonstrate analytical problem solving skills.
Competent to work on assignments independently.
Strong verbal, listening and written communication skills.
Working knowledge of hardware and software applications.
Working knowledge and understanding of computer operating systems, including MS-DOS, Windows NT 4.0, Windows 2000, and Windows XP Professional.
WORKING CONDITIONS
Occasional overtime work required throughout the year.
Heavy overtime work required at holiday periods.
SAFETY HAZARDS OF THE JOB
Minimal hazards. General office working conditions.
BUDGETARY RESPONSIBILITY
This position has no direct budget accountability. However, through performance of its essential job duties, the Customer Support Specialist can impact company costs and profitability.