Help Desk Technician

Job Description

Duration

6

Month(s) contract to hire

Shift: Wednesday through Sunday, 12-8:30 AM.

Req Description

2+ years of experience required

Description

This is a 24/7 Phone support environment. This team supports internal employees as well as the employees at the truck stops and convenient stores. The majority of the support is at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. This role involves incoming calls from users that can be non-technical, so the ability to ask questions in layman\'s terms is imperative. After calls, this person is responsible for documenting the issue in ServiceNow (ticketing system) but they are moving to ServiceNow so that will switch. This environment does have Windows and Linux as the POS systems run on both. The ability to take 30-40 calls/tickets per shift, typing quickly, general computer knowledge is all required. The 3rd shift does take less calls and it is not nearly 30-40 as that is more first shift call volume.

The Help Desk Associate will provide first line support for remote users on core business applications. This is a real-time, fast-paced environment. Will handle inbound trouble calls and requests; troubleshoot and resolve level 1 issues; research and resolve level 2 issues; and escalate as needed for advanced issues. Will be responsible for proactively following up on tickets to ensure successful closure. The environment includes proprietary software in a complex environment.

In addition to supporting customers, the help desk staff will also develop, maintain, and contribute to support knowledge base and other documentation.

Background:

•2+ years experience in user and customer support

• Knowledge of software and operating system support

• Patience and excellent communication skills!

Required Skills:

• Windows, Linux, MS Office Troubleshooting and problem solving over the phone

• User interaction/communication (oral and written)

• Knowledge of retail, POS, or customer-facing product support is highly preferred

Job Title

helpdesk support technician

Top Skills Details

1) Minimum of 2 years experience in a phone-based technical support role with proven documentation skills (ServiceNow experience is a plus)

2) Experience with basic networking troubleshooting like connectivity issues

3) Experience troubleshooting technical issues in both hardware and software

4) \*This is a plus\* 1+ year experience working with POS systems(also understanding how retail works in a technical setting - you can ask if they\'ve worked in retail at all even in a non-IT role)

Worksite Address

Westlake,Ohio,United States,44145; Remote

Additional Information

The people who have worked in the third shift on this team have validated the call volume is lower than first shift, and not so much rapid fire calls. The third shift does receive a lot more of the network troubleshooting issues, as they are mostly supporting the retail locations at that time, where a lot of the calls are around network connectivity issues. It is almost like a noc, with less monitoring and more network troubleshooting, is what I\'ve been told by people on this team.

Once hired there is normally a few weeks of training first shift. Then there is a week or so of shadowing. This is a little different since they are currently remote. Once they feel they are trained enough, this person will move to 3rd shift.

Shift: Wednesday through Sunday, 12-8:30 AM.

We have been working with TA for several years. We have people we have placed on this team in 2013 and have been consistently working with them since 2015. We have over 15 people who have gone full time with this team. Currently we work with TA across the board in IT (apps, NIS and DWS).

Convert at roughly $22/hour when taken full time

Drug Test Required

false

Experience Level

Entry Level

External Communities Job Description

Our client is looking to add to their Support Desk team to help technically support their internal employees as well as those working at their retail locations. This is a 100% phone support role that is technically demanding. Strong troubleshooting skills are required. This is third shift, contract to hire.

EVP

The sr manager over this area is very encouraging of a promote from within culture. He likes to grow people\'s careers. They have recently upgraded to ServiceNow, Windows 10, Office 365, and more. They try to keep the technology modern. There is an opportunity to work on \"project teams\" when they implement new technologies or be involved in special support roles when the opportunity arises. We have had people get promoted from this team to other teams in order to grow with the company.

Work Environment

Team oriented group - this is a team of 35ish that cover 24/7. There are about 150-200 people in IT. The third shift team is about 3-4 people with a team lead who will also take calls, but be there as an escalation point and be able to help as this person is learning.

Additional Skills Tags

Help desk,Windows,Office 365,Hardware,network support

Additional Skills & Qualifications

servicenow

troubleshooting

customer service

network support

Business Qualification

Impact to the Internal/External Customer

The ability to support the stores internal employees and stores keeps the employees, cashiers up and running in order to keep sales up as well as customer service.

Interview Information

Video interview with Sr Manager and Supervisor.

Why is Position Open?

Business Challenge

There needs to be support to help the techs through any issues as well as support the employees at these locations who are having difficulties with the equipment (POS, printers, network, wifi). If there is no support desk for this area then the equipment may be down for an extended period of time. employees using the equipment may not be able to support their customers quick enough and can possibly lose business.