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About the Role

Provides primary support of hardware and software solutions deployed in various retail locations. Resolves user problems escalated from the National Operations Center or other internal support teams, ensuring excellent customer service through all support channels.

Responsibilities

• Answers, evaluates, and prioritizes service requests via ticketing system, telephone, email, and in-person.
• Assists with identifying problems and providing potential resolutions.
• Coordinates with end-users on behalf of other departments, analyzing needs and following approved processes to meet service levels.
• Tracks issues using the company-approved ticketing system and maintains historical records and problem documentation.
• Updates and maintains hardware and software standards in collaboration with PMO, Asset Management, or other departments.
• Brainstorms with team members and SMEs to resolve complex problems and escalates issues requiring further technical assistance.
• Communicates potential trends, significant problems, and individual market requests to the team and leadership.
• Maintains up-to-date knowledge of company software, hardware, and documented procedures.
• Schedules preventative maintenance for company-owned vehicles.
• Escalates and schedules vendor services as necessary.
• Installs and troubleshoots WAN/LAN and Cat 6e cabling.
• Manages and tracks inventory stockrooms for the designated territory according to team standards.
• Maintains expense records and reports for company-provided procurement cards.

Requirements

• Minimum 3 years verifiable technology support experience.
• Must possess a valid US driver's license with a clean driving history for the past 3 years.
• Ability to deal with stress and changing priorities.
• Excellent organizational skills with the ability to work calmly under pressure, multi-task, and prioritize.
• Excellent interpersonal skills with the ability to work both independently and as part of a team.
• Strong troubleshooting skills.

Skills

• Initiative
• Oral Communication
• Planning and Organizing
• Problem Solving
• Teamwork
• Usage of Technical Expertise
• WAN/LAN installation and troubleshooting
• Cat 6e cabling installation and troubleshooting

Location

• Retail locations

Work Type

• Full-time
• On-call responsibilities

Experience Level

• Minimum 3 years verifiable technology support

Education Level

• HS diploma
• Two or four year degree (preferred)
• Industry certifications (preferred)
• Understanding of ITIL (preferred)

Salary/Compensations

• $23-$33 an hour

About the Company

• This job is in a store/retail environment.

Equal Opportunity

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.