Technical Support Analyst I

The Support Tech provides day-to-day technical support to retail stores for point-of-sale (POS), network infrastructure, and desktop systems software and hardware.

Emphasis of role: Help Desk Support - 1st level

Provides telephone support to field techs via multiple methods while they install hardware at client locations.

• Troubleshoot reported Hardware, software, network problems.
• Responsible for accurate tracking and documentation of installation timeline and any problems that may arise.
• Provides excellent customer support to internal and external clients.
• Responsible to insure timely installation of various pieces of hardware.
• Responds the customer and Retail Solutions personnel via telephone, email, and ticketing system.
• Provides timely technical resolution of problems or escalations on behalf of customer to appropriate higher level technical personnel.
• Provide case status updates to Customer and Retail Solutions personnel.
• Ensure customer satisfactions by advising customers on preventative measures, appropriate solutions and configurations which may impact product performance.

Skill/Experience/Education

• Minimum 1 year experience in help desk
• Experience troubleshooting Hardware, software, network problems.
• Experience documenting within a ticketing system
• Multi-Tasking
• Client Facing
• Vendor Facing

Desired Skills

• Retail POS Troubleshooting Skills
• MS Office Suite
• Network + Certification (Preferred)