Job Purpose:
As a member of the Technology department (working in the Infrastructure team), this position will primarily focus on serving the technology needs of our customers (company employees) by providing customer service, triage of requests, and administering our ticket management system.
Reasonable Accommodations Statement:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform essential functions.
Essential Functions:

The responsibilities of this position include, but are not limited to:

• Receive and process technical requests from company employees via email/phone/IM.
• Triage tier 1 technical issues within technical capabilities and document/handoff tier 2 or higher issues to appropriate team members.
• Use various tools to remotely assist employees across the country (such as Microsoft Teams and TeamViewer).
• Assist management in finding solutions to improve customer service.
• Research and implement technologies to promote efficiencies and automation with helpdesk processes.
• Assist with monitoring of infrastructure resources and participate in troubleshooting/resolution.
• Develop and maintain a documentation repository for the internal team and employees of the company.
• Performs other duties as assigned.

Position Qualifications: (Competency Statements)

• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Autonomy - Ability to work independently with minimal supervision.
• Creativity - Ability to create test plans and cases from specifications or verbal communications.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Problem-Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Systems Analysis - Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Time Management - Ability to utilize the available time to organize/complete work with given deadlines.

Education – Associate’s Degree in the technology field is preferred.
Experience – Two to five years of related experience. Prefer experience using ZenDesk Support. Working in Microsoft 365 products (such as Outlook, Teams, Word, Excel, etc.) Working in a previous customer support role or an environment focused on PCI compliance and retail sales is a plus.

The responsibilities of this position include, but are not limited to:

• Receive and process technical requests from company employees via email/phone/IM.
• Triage tier 1 technical issues within technical capabilities and document/handoff tier 2 or higher issues to appropriate team members.
• Use various tools to remotely assist employees across the country (such as Microsoft Teams and TeamViewer).
• Assist management in finding solutions to improve customer service.
• Research and implement technologies to promote efficiencies and automation with helpdesk processes.
• Assist with monitoring of infrastructure resources and participate in troubleshooting/resolution.
• Develop and maintain a documentation repository for the internal team and employees of the company.
• Performs other duties as assigned