Help Desk Technician

Under the supervision of the IT Helpdesk Supervisor, is responsible for end user support. Handles all request from employees with software and hardware issues. All Helpdesk duties are performed using remote desktop tools and by communicating with end users over the phone. The Helpdesk is a call center environment with performance measured by the volume and quality of issues resolved.

Role and Responsibilities

• Troubleshoots, isolates and resolves IT and Point of Sale (POS) hardware and software problems in a client/server network environment.
• Troubleshoots isolates and resolves problems with Windows servers in a bound and unbound network in support of store servers.
• Troubleshoots isolates and reports problems with local area network (LAN) and wide area network (WAN) systems and equipment.
• Troubleshoots isolates and resolves problems with typical business and company unique software including Microsoft Office, Internet Explorer, Adobe acrobat and web based applications in support of corporate office and store end-users.
• Uses prescribed ticket tracking software to record status of all problems and identify steps taken to resolve issues.
• Escalates all problems beyond the scope of resolve to the next level of expertise.
• Provides assistance to publishers in the use and submission of product through the New Title Portal (NTP).
• Exhibits decision making authority especially ability to deny the rollout of coupons to the chain if rollout is required inside of a 48 hour window.
• Follows all company policies and procedures.

Job Requirements

Qualifications and Education Requirements

• High school diploma or equivalent GED.
• Prefer some prior experience working in an IT Helpdesk environment, but not required.

Preferred Skills

• Should possess excellent verbal and written communication skills.
• Should have excellent customer service skills.
• Prior technical support experience preferred.
• Should be able to demonstrate knowledge and aptitude as demonstrated by real-time trouble shooting and technical problem solving for the end user.
• Must exhibit excellent attention to detail.

Physical and Environmental Requirements

• Must be able to sit at a computer or desk for extended periods of time.
• Must be able to use hands/arms to operate keyboard, telephone and for repetitive motion activities.
• Must be able to lift objects up to 25 lbs. with or without assistance.
• Must be able to communicate using speech, sight, and sound with or without assistive device.
• Must be able to stand, walk, stoop or crouch while performing daily activities of the job.