Desktop Support Specialist - Store Support

Job Description

Experience label- 10-12 Years 

Note: Must Have 5+ Years Experience in POS/retail 

• Must have a minimum of 10 years' experience with PCs, Windows OS, and Microsoft Office products 

• Must possess strong customer service skills, excellent oral and written communication skills, and be able to handle multiple tasks at once 

• Solid understanding of Traffic Counting systems 

• Working knowledge of network fundamentals 

• Understanding of computer hardware 

• Must Have POS/retail experience 

• Must have PC advanced troubleshooting skills 

• Ability to work independently 

• Ability to follow schedule and meet deadlines 

• Ability to follow process 

• Strong attention to detail 

• Ability to interact with 2nd and 3rd party support staff 

• At ease in working with customers, partners, and suppliers at all levels within the business

• 60% - Provides exceptional customer service to store personnel through production monitoring/trouble shooting and Tier 2 incident management. Assumes responsibility for maintaining brand service level agreements from a Tier 2 incident management perspective. Acts as an additional point of escalation for level I and level II analysts. 

• 20% - Administration of the application deployment process to the field for new stores and relocations. Responsible for adherence to software vendor application update/patch schedule for stores. 

• 10% - Interaction with Vendor to assist in trouble shooting and escalation issues as needed. 

• 10% - Administrative – Tracks time in time tracking tool, attends weekly status meetings and other meetings, maintains incident tickets, emails, and other documentation.

Qualifications

Additional Information

All your information will be kept confidential according to EEO guidelines.