Help Desk Analyst

About the role

This role provides support for J.McLaughlin’s Corporate, Retail & Warehouse users while contributing to a collaborative, high-performing, and values-driven workplace. This position is primarily based in our Greenpoint, Brooklyn office and follows a hybrid schedule, dependent on role and business needs.

Responsibilities

• Answer calls from stores and provide remote technical support related to the POS hardware, network, retail systems, and store operations.
• Provide technical software/hardware support for corporate, retail and warehouse users.
• Make proper and consistent use of all tools and systems on-hand in researching issues and providing solutions.
• Properly document each contact in the appropriate tracking system quickly and accurately.
• Work with vendor support to resolve technical problems.
• Travel off-site to set up new locations or troubleshoot issues when needed.
• Provide support when scheduled on weekends.
• Perform other related duties as assigned.

Requirements

• Associates degree in a related field preferred.
• Computer software and/or hardware technical training and/or earned college hours is a plus.
• Prior experience in a Help Desk or Technical Support call center with working knowledge of POS software and/or hardware peripherals is preferred.
• Experience in a retail business environment is a plus.
• Must be flexible on schedule to work late evenings and weekends as the business requires.
• Must have a valid driver’s license.
• Ability to travel locally and domestically required.
• Demonstrated interpersonal skills and excellent customer service.
• Demonstrated aptitude for troubleshooting and diagnosing technical problems.
• Excellent verbal and written skills; outstanding phone etiquette.
• Strong organizational skills.
• Goal-oriented.
• Must be a good multi-tasker with the ability to navigate and use multiple systems simultaneously.
• Ability to independently solve problems, think, reason, and learn.
• Working knowledge of database structures and queries.
• Working knowledge of Microsoft Word, Excel, and Access.
• Mac (Apple) computer environment is a plus.