SUMMARY/OBJECTIVE

Works under general supervision of the IT Field Support Manager. Provides primary support of hardware and software solutions deployed in various retail locations. Expertise to resolve user problems presented from the National Operations Center or any other internal support teams. Provide excellent customer service to market through all channels of support.

REQUIRED EDUCATION AND EXPERIENCE

• HS diploma
• Minimum 3 years verifiable technology support

PREFERRED EDUCATION AND EXPERIENCE

• Two or four year degree
• Industry certifications a plus
• Understanding of ITIL

ADDITIONAL ELIGIBILITY QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES)

• Ability to deal with stress and changing priorities.
• Excellent organizational skills with the ability to work calmly under pressure, multi-task, and prioritize.
• Excellent interpersonal skills with the ability to work both independently and as part of a team.
• Strong troubleshooting skills
• Must possess a valid US driver’s license with a clean driving history for the past 3 years.

ESSENTIAL FUNCTIONS

• Answers, evaluates, and prioritizes service requests received (but not limited to) companies ticketing system, telephone, email, and in-person.
• Assist with identifying problems and providing potential resolutions.
• Coordinates with end user on behalf of other departments. Analyze the customers needs and follow approved processes and documentation to meet expected service levels.
• Tracks issues using company approved ticketing system. Maintains historical records and related problem documentation.
• Work alongside PMO, Asset Management or any other departments to update and maintain hardware and software standards.
• Brainstorms with team members and SMEs to resolve more complex problems. Escalate issues to Staff Technician that require further technical assistance in resolution.
• Regularly communicates with team and leadership of potential trends, significant problems and individual market requests.
• Maintains up to date knowledge of company software, hardware and approved documented procedures.
• Schedules preventative maintenance on company owned vehicle.
• Escalate and schedules vendor services as necessary.
• Installation and troubleshooting of WAN/LAN, Cat 6e cabling.
• Manage and track inventory stockroom(s) for designated territory according to team standards.
• Responsible for expense records and reports for company provided procurement card.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.