Help Desk Associate

About the Role

CITITRENDS is seeking a Help Desk Associate to support and maintain computer systems and software used by stores and their processes. This includes Point of Sale, Merchandise Management, Networking, Telecommunications, Stores Security Systems, HR Systems, wireless equipment, and associated software and hardware. The role is critical in fostering a positive work culture, driving employee involvement, and supporting change management within the retail organization.

Key Responsibilities

• Respond to internal and external partner requests professionally and timely.
• Answer calls and troubleshoot store software and hardware problems over the phone.
• Analyze and log issues into a Ticketing system.
• Assign appropriate priority and escalate issues when necessary.
• Remotely troubleshoot hardware, software, database, networking, wireless, and telecommunications issues.
• Take ownership of issues and drive them to resolution using available resources.
• Provide support in a professional, caring, expeditious, and effective manner.
• Communicate effectively with internal and external business partners.
• Develop knowledge of the working environment to enhance support.
• Meet or exceed expectations documented in the Service Level Agreement (SLA).
• Follow support procedures outlined in the Operations Manual and provided documentation.
• Escalate issues according to the documented IS Escalation Procedure.
• Prioritize calls in the queue and follow up based on ticket severity.
• Open/update a ticket for every incoming/outgoing call, email, and voicemail.
• Provide detailed information and 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 business partners.
• Perform other assigned duties.

Requirements & Tech Stack

• Available 7 days a week for shifts between 8 AM – 10 PM, 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 achieve 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.
• Experience with Win OS, Mac OS, wireless, and networking basics is a plus.
• Experience executing basic SQL statements is a plus.
• Experience with SQL and Relational Database technology is a plus.
• Experience with POS hardware and software is 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.
• Ability to speak and hear clearly.
• Occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required: close vision, distance vision, and depth perception.
• Ability to work effectively in a fast-paced environment.