Service Desk Technician I

About the role

The Service Desk Technician I is the primary point of contact for store Teammates on Store Systems, including Point-of-Sale (POS), Phones, Music, Video, Network, and Mobile Devices. This role provides comprehensive technical support to all stores and acts as a liaison between stores and other departments during and outside normal business hours for both non-emergency and emergency situations. The position requires knowledge of industry standards and best practices within the IT community and may require evening, weekend, and variable hours based on business needs.

Responsibilities

• Troubleshoot, answer questions, solve incidents, and provide support related to POS software.
• Assist with replacement POS hardware as required.
• Collaborate with store Teammates, other departments, and third-party vendors as necessary.
• Troubleshoot and support communication issues, including initial network troubleshooting, phone lines (POTS/Frame), and in-store wiring, while maintaining proper documentation.
• Assist with software/hardware testing used in the stores.
• Fulfill the mission statement by performing job duties with a high level of guest service while contributing to a positive team spirit.
• Handle special projects and other duties as assigned.

Requirements

• Associate’s degree from a two-year college or university (or currently in progress); or one to three years of related experience and/or training; or equivalent combination of education and experience.
• Industry certifications such as ITSM, ITIL, HDI, A+, Apple, or MCP are desired.

Physical Demands

The physical demands described here are representative of those that must be met by a Teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit; use hands to finger, handle, or feel; and talk or hear.
• Occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

While performing the duties of this job, the Teammate regularly works in an office setting. The noise level in the work environment is usually moderate.