This individual under the supervision of the IT Helpdesk Supervisor, is responsible for end user support. Handles all request from employees with software and hardware issues. All Helpdesk duties are performed using remote desktop tools and by communicating with end users over the phone. The Helpdesk is a call center environment with performance measured by the volume and quality of issues resolved.
RESPONSIBILITIES: HELPDESK TECHNICIAN
Troubleshoots, isolates and resolves IT and Point of Sale (POS) hardware and software problems in a client/server network environment.
Troubleshoots isolates and resolves problems with Windows servers in a bound and unbound network in support of store servers.
Troubleshoots isolates and reports problems with local area network (LAN) and wide area network (WAN) systems and equipment.
Troubleshoots isolates and resolves problems with typical business and company unique software including Microsoft Office, Internet Explorer, Adobe acrobat and web based applications in support of corporate office and store end-users.
Uses prescribed ticket tracking software to record status of all problems and identify steps taken to resolve issues.
Escalates all problems beyond the scope of resolve to the next level of expertise.
Provides assistance to publishers in the use and submission of product through the New Title Portal (NTP).
Follows all company policies and procedures.
MINIMUM REQUIREMENTS: HELPDESK TECHNICIAN
High school diploma or equivalent GED.
2+ years in customer service or technical support role
1+ years of helpdesk experience for IT related support.A
PREFERRED REQUIREMENTS: HELPDESK TECHNICIAN
Should possess excellent verbal and written communication skills.
Should have excellent customer service skills.
Prior technical support experience preferred.
Should be able to demonstrate knowledge and aptitude as demonstrated by real-time trouble shooting and technical problem solving for the end user.