Retail Store Support - Systems/POS Technician

About the role

The primary responsibility of the Help Desk Technician/ Retail Support position in the Store Automation Systems Department at United Dairy Farmers is to install, maintain, and provide support/assistance with the POS and other automated systems in the retail environment. Candidates with experience in the UDF retail environment are preferred.

Requirements

• Ability to work a full-time schedule, Monday through Friday.
• Must be able to drive a company vehicle to and from company locations across the tri-state area (Ohio, Indiana, Kentucky).
• Must have a valid driver's license and pass background check.
• Ability to write/type English well enough to communicate clearly and efficiently by email, letter and other written methods.
• Ability to speak, hear and understand spoken English well enough to communicate effectively in person and on the telephone.
• Ability to read and understand written English well enough to use software documentation.
• Must be able to carry equipment weighing up to 50 lbs.
• Must be able to bend, stoop, crawl, and climb ladders.
• Must be 21 years or older and possess a valid Driver’s License with a driving record that meets company standards.
• Proficiency with, or ability to quickly learn, computer programs.

Essential Functions

• Answer Incoming Help Desk calls from Retail Stores and supporting other departments; document and prioritize contacts.
• Troubleshoot, analyze and resolve problems by phone when possible; determine whether an on-site visit is required.
• Travel to store locations, as needed, for hardware/software installation, repair or replacement.
• Resolve other issues with Store Automation systems.
• Centralized Help Desk serves all stores in Greater Cincinnati, Dayton, and Columbus areas.
• Participate in rotating schedule of weekly on-call responsibility, requiring 24/7 availability.
• Most on-call contacts are resolved by phone or remote computer connection, although on-site visits are sometimes necessary.
• Communicate with Retail Store employees and internal support departments or outside providers as needed to resolve problems.
• Refer more complex issues to appropriate support departments.
• Follow all contacts through to completion.
• Aid the Store Operations and Marketing groups by providing information and instruction when new store automation programs are implemented.

Additional Functions

• Other automation systems support functions as assigned by the Supervisor of Store Automation Systems Department.