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Team Member, Help Desk
2 months ago
This position is responsible for providing first line technical and non-technical support to all Tractor Supply Company Store Team Members by troubleshooting problems, and/or researching and answering questions. This position will provide answers to Store Team Members by identifying problems, researching answers, and guiding the Team Member through corrective steps to resolve issues, or will assist with any problem or question relating to Tractor Supply. The Help Desk Team Member will partner with the appropriate team for resolution on escalations.
Essential Duties and Responsibilities (Min 5%)
Provide first line support for all stores’ operational and procedural questions, and IT related issues by utilizing multiple applications/systems and resources. Diagnose problems to determine level of technical assistance required; if unable to resolve problem, escalate or assign to next level in accordance with escalation procedures Identify, research, troubleshoot, and resolve all Point of Sale, Inventory, Software, and Hardware related problems while navigating through various applications/systems Provide accurate information in a fast-paced environment while handing high volume inbound calls in a professional manner. Document all interactions in a contact logging system with clear and concise details Work and respond to tickets generated by voicemails, self-service tickets, and emails in a timely and professional manner Follow-through with any research on Open and Aged Tickets to ensure complete resolution in a timely manner Instruct Store Team Members through installing hardware and peripherals as needed Assists with various other technical tasks, as required, such as: imaging computers, assisting with projects, application rollouts, and preventative maintenance Perform other duties as assigned by supervisorRequired Qualifications
Experience: 0-2 years’ experience. Customer service, retail and technical Help Desk experience preferred. Experience in Microsoft Word, and Microsoft Excel preferred.
Education: High school education or equivalent. College degree preferred. Any suitable combination of education and experience will be considered.
Preferred knowledge, skills or abilities
Working Conditions
Normal office working conditions Must be able to work some nights and weekends Physical Requirements Sitting Standing (not walking) Walking Lifting up to 20 pounds DisclaimerThis job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.