IT Helpdesk Level 1

Position Summary: IT Support Services Technician I

The Level I IT Support Services Technician will be responsible for providing awesomely effective diagnostic evaluation, incident recording, resolution, and escalation to meet the internal needs of our Support Center and Retail locations.

Responsibilities will include, but will not be limited to the following:

• Answer, evaluate, and prioritize incoming calls, emails, and ticket requests from users experiencing problems with computer-related technologies.
• Research and lead users through diagnostic procedures to determine the root cause.
• Manage all employee logins, approvals, e-mails, and menu level accounts.
• Log and track calls using a problem management database and maintain historical records.
• Identify and resolve POS hardware problems, inclusive of requesting replacement gear and ensuring it is received and installed properly at store locations.
• Actively communicate and interface with escalation teams to ensure all issues are resolved in a timely and efficient manner; including but not limited to network, phone, or power-related issues.
• Maintain an in-depth knowledge of all supported systems and services.
• Generate amazing ideas in a style that will enhance and improve the support we deliver every day.
• Additional duties as assigned.