The Job in a Nutshell:

The Help Desk provides a single point of contact for support requests from Store and Lakewood/Golden Store Support Center crew members. Responsible for providing technical assistance and support related to computer systems, hardware, or software.

Help Desk crew members take pride in not only their ability to keep our stores completely functional but their ability to provide outstanding customer service. As ambassadors of the IT department, the Help Desk works closely with Store and Store Support Center crew members. The ability to maintain cooperative working relationships, demonstrate empathy, and conduct themselves in a respectful and professional manner is critical.

Main Ingredients:

1. Respond to all requests in a timely manner and within established SLA’s
2. Maintain a positive and supportive attitude when communicating with crew members
3. Answer all in-coming phone calls with a friendly demeanor
4. Maintain Samanage ticketing platform by creating, resolving, and following-up on each ticket to ensure issues are resolved to crew member’s satisfaction
5. Create and maintain support documentation based on resolution of troubleshooting issues
6. Single point of contact for crew member support
7. Routes tickets to various departments as necessary
8. When major system issues occur, provide a since of urgency and escalate appropriately
9. Execute other assigned tasks as delegated by IT management

Although this is a general outline of job responsibilities all employees are expected to be “hands on” and do whatever it takes to get the job done and make the company thrive.

Recipe for Success:

1. Bachelor’s degree in Information Technology or equivalent combination of education and experience
2. Experience in ITSM system (Service Now, Remedy, Samanage)
3. ITIL Foundation certification a plus
4. Experience with IT management frameworks and standards a plus (ie. CIS Controls, NIST, ISO)
5. Takes initiative to improve communication, organization and execution of tasks
6. Communicates effectively, written and verbal, across all departments
7. Self-starter with the ability to quickly learn new technologies and effectively apply them to business processes.
8. Ability to effectively multi-task without sacrificing accuracy.
9. Ability to prioritize issues.
10. Ability to work flexible hours including some nights and weekends.
11. Passionate commitment to world class customer service.
12. Competencies:

• Hardware Troubleshooting
• Desktops
• Laptops
• Servers
• Printers
• Cash Registers
• Other Office Equipment
• Software Troubleshooting
• Point-of-Sale (POS)
• In-house Applications
• Office 365
• Windows 10
• Android OS
• Active DirectoryNetwork Troubleshooting
• Routers, Switches, Hubs and Wireless A/P’s
• Cabling
• Network Protocols
• VoIP phone system
• Firewalls and monitoring apps
• Local and Wide Area Networks   

This job description is not an employment contract.  It does not guarantee a job or that the above listed duties are the limit of responsibilities.  The job and job description are subject to change with and without notice.  Employees are required to accomplish any and all tasks assigned to him/her by their Manager and/or other Store Support Center manager that might not be listed in this job description.