IS Helpdesk Technician

About the role

We’re looking for an IS Helpdesk Technician to provide first-level technical support at Tillys. In this role, you’ll help troubleshoot hardware and software issues, support retail store systems, set up new equipment, and keep things running smoothly across our offices and stores. If you have 1–2 years of help desk experience, strong problem-solving skills, and enjoy working in a fast-paced retail environment, this could be a great fit for you!

Responsibilities

• Provide first level desktop support, phone support, remote tools, and desk-side method.
• Respond in a timely manner to Trouble-Tickets submitted to the Call Center queue for support and ensure all trouble tickets are closed to quality standards.
• Undertake new installs of PCs/Macs, HP RP9 registers, Cisco phones, and peripheral POS/office equipment.
• Work with field techs providing guidance/instruction to resolve IT related issues in retail locations.
• Undertake office moves; single units or small/medium project based.
• Undertake simple patching and networking tasks.
• Undertake fault finding on all deployed office technologies, hardware, and software.
• Undertake Windows/MAC office product configuration and fault finding.
• Undertake Windows OS/Mac iOS configuration and fault finding.
• Maintain basic inventory level control, emphasizing cleanliness and organization of the storage area.
• Repair and troubleshoot damaged/returned office and POS equipment.

Requirements

• Ability to learn quickly and apply knowledge.
• Working knowledge of corporate retail environment.
• 1-2 years of Help Desk experience preferred.
• Ability to reprioritize projects frequently.
• Ability to multitask.
• Must lead by example.
• Must be punctual and work planned schedule.
• Must maintain a clean and organized work environment at all times.
• Volunteers willingly for additional responsibilities.
• Remain open and adaptable to change and new challenges for growth.
• Evaluate current methods and suggests alternative and/or improvement when applicable.
• Maintains exemplary degree of professionalism with all company employees.
• Ability to define problems, collect data, establish facts and use basic problem-solving skills.
• Proficient in use of Excel, MS Word, and other MS Office software.
• Ability to support Mac iOS in an enterprise environment is a plus.
• Able to effectively utilize basic office and POS equipment.
• Must maintain a valid driver’s license and reliable personal vehicle to travel to local store locations as needed (mileage reimbursed).
• High School Diploma required.
• Ability to sit or stand for extended periods; occasionally lift/move up to 20 lbs.; navigate stairs; frequent walking and movement between floors/departments.
• Professional office setting with low to moderate noise.

Benefits

• 401(k) Retirement Plan – Save for your future