SUMMARY: This position is responsible for assisting team members with resolving computer hardware and software problems telephonically.

PRIMARY RESPONSIBILITIES:

• Ability to quickly analyze and resolve computer hardware and software problems over the phone while maintaining a professional attitude.
• Assist field maintenance technicians, stores, and office team members in troubleshooting software and hardware related issues.
• Develop a short-term solution for issues.
• Assist in developing a long-term solution for problems.
• Trouble shooting and maintaining PC hardware and peripherals.
• Trouble shooting network equipment including routers, switches, hubs and NICs.
• Trouble shooting and configuring Windows operations systems and software.
• Installs computer hardware, software, printers, scanners, and other end user peripherals.
• Accountable for the implementation of ITIL service and support processes, striving to continuously improve services to achieve defined service levels. The scope of accountability includes retail support and associated service level agreements (SLAs).
• Capable of identifying and implementing process improvement ideas that increase quality and improvement communications.
• Track problems that are occurring and convey persistent problems to the appropriate staff through identified escalation channels.
• Assist other departments as required with system needs.
• Participate in team projects, as needed.
• Assist with writing SOPs and training materials as needed.
• Other duties as assigned.

QUALIFICATIONS:

• Must have a people first mentality; every team member and customer deserve a great experience.
• Excellent interpersonal and communication skills with the ability to present ideas in user-friendly terms.
• Highly self-motivated and a quick learner.
• Strong time management skills to effectively prioritize.
• Strong self-discipline to stay on track and engaged.
• Strong organizational and follow-through skills.
• Experience in a call center environment and working with ticketing systems
• Experience in troubleshooting, setup, configuration, and training on computer systems and networks.
• Experience of computer imaging, software installation and support, and implementing standard desktop and laptop solutions.
• Experience working with multiple OS'es including Windows, MacOS, iOS and Android.
• Experience in Salesforce ITSC (ticketing system), a plus.

EDUCATION and/or EXPERIENCE:

Technical 2-year degree with minimum of 1+ years of experience Or, High school diploma or GED with a minimum of 2+ years of experience.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, hear, see, and use hands to type data, operate business equipment and telephone. They are regularly required to stand, bend, twist, walk, sit, talk and hear.