Help Desk Associate

About the Role

CITITRENDS is seeking a Help Desk Associate responsible for supporting and maintaining computer systems and software for stores and their processes. This includes Point of Sale, Merchandise Management, Networking and Telecommunications, Stores Security Systems, HR Systems, Wireless equipment, and associated software and hardware. The Help Desk Associate will play a critical role in building a positive work culture, driving employee involvement, and supporting change management efforts within the retail organization.

Key Responsibilities

• Consistently report to work as scheduled and on time.
• Coordinate and communicate effectively with team members.
• Perform tasks in a detailed and efficient manner based on given direction.
• Ensure all assigned tasks are completed as directed and on time.
• Respond to requests from internal and external partners professionally and timely.
• Answer calls and troubleshoot problems over the phone for all store software and hardware.
• Analyze and log issues into a Ticketing system.
• Assign proper priority and escalate issues when necessary.
• Remotely troubleshoot various issues including hardware, software, database, networking, wireless, and telecommunications.
• Take ownership of issues and drive them to resolution using all available resources.
• Provide support in a fair and balanced manner as a key team member.
• Provide support in a professional, caring, expeditious, and effective manner.
• Understand and consider the impact of actions on the store and customer.
• Communicate effectively with internal and external business partners.
• Develop knowledge of the working environment to provide better support.
• Provide support to meet or exceed expectations documented in the SLA (Service Level Agreement).
• Follow all support procedures outlined in the Operations Manual and/or other provided documentation.
• Escalate issues when needed according to the documented IS Escalation Procedure.
• Prioritize calls in queue and follow up according to ticket severity.
• Open/update a ticket for every incoming/outgoing call, email, and voicemail.
• Provide detailed information and all troubleshooting steps for every ticket.
• Determine and assign each ticket to its appropriate Problem Type.
• Monitor and update all open/existing tickets.
• Consistently check and respond to emails from all Business Partners.
• Perform other duties as may be assigned.

Requirements & Tech Stack

• Must be available 7 days a week for shifts ranging from 8AM – 10PM, EST.
• Superior communication skills.
• Working knowledge of MS Office and Windows.
• Ability to learn new technology quickly and thoroughly.
• Ability to work through roadblocks and bring about resolution.
• Advanced problem-solving and troubleshooting skills.
• Self-motivated and enjoys learning new technologies.
• Ability to document and record statistics and execute tests with extreme attention to detail.

Qualifications

• Experience with Win OS, Mac OS, wireless, and networking basics a plus.
• Experience with executing basic SQL statements a plus.
• Experience with SQL and Relational Database technology a plus.
• Experience with POS hardware and software a plus.
• Experience troubleshooting hardware and software issues with remote users.

Physical Requirements: Regularly required to sit; frequently use hands to handle or feel objects; able to speak and hear clearly. May occasionally need to lift and/or move up to 25 pounds. Specific vision abilities include close vision, distance vision, and depth perception. Ability to work effectively in a fast-paced environment.