Technical Support Representative I (Part Time)
: Job Details :

Essential Functions: Conducts appropriate diagnosis/troubleshooting to resolve known issues. Provides technical support via email, phone, or other methods. Relies on instructions and pre-established guidelines to perform the functions of the job. Understanding of the organization's systems and services and escalating more complex issues. Understanding company's commonly used concepts, practices, and procedures. Logs all maintenance/calls accurately in the ticket management system. Maintains detailed and accurate notes for technician follow ups. Maintains a per hour resolution rate based on departmental objectives. Additional Responsibilities That May Be Performed: Performs other related duties as assigned Provides task-based support on IT project rollouts as assigned Respond to e-mail and voicemail, as necessary Education, Experience, and Skills Required:Education and Experience: Requires a high school diploma or equivalent AND 1-2 years of related experience Job-Related Skills: Basic IT Skills Have a basic understanding of operational procedures of a single brand and corresponding technical hardware and software Novice proficiency with oral and written communication skills, organizational skills, and problem-solving skills Novice proficiency of computer concepts (PC and networking fundamentals, Operating systems, Filesystem structure) Proficiency with Microsoft Office applications Familiarity with the following hardware equipment: POS Terminals & Printers Chip/Card Readers POS Scanners Modems 4G Backups Firewalls Network Switches General networking protocols Competencies: Timely Decision Making: Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision. Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. Internal/External Interactions:Internal Interactions: This position plays a critical role in working cross functionally with Operations and will primarily interact within the Information Technology Department. External Interactions: This position will minimally interact with external vendors related to information technology needs. Leadership Responsibility: This position has no supervisory responsibility. Physical Requirements and work environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements: This position is sedentary. While performing duties of the job, employee is regularly required to stand, walk, sit, and use hands to handle objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Ability to process vague, abstract verbal and written instructions. Ability to work under stress, with interruptions and tight deadlines. Work schedule: Our helpdesk is open 7 days a week. Flexibility to work rotating shifts, including nights and weekends, is crucial Travel: Some travel may be required to respective stores, in some cases may require nights and weekends Work Environment: The noise level in the work environment is usually moderate when in office environment; however, occasional site work will require exposure to varying weather conditions and increase exposure to noise. This position will require copious time in front of a computer screen.