IT Help Desk

1 month ago

Knoxville, United States StaffSource Full time
Job DescriptionJob Description

*Please note this is for 2nd shift (3pm-Midnight) and is fully on site located in the Cedar Bluff area of Knoxville, TN*

The purpose of this job is to provide first level technical support to all company locations.


Responsibilities:

·         Utilize defined help desk processes and procedures to provide first level technical support to all company locations including responding to store inquiries

·         Analyze and resolve problems with hardware and software, and provide any additional assistance necessary to ensure a positive guest experience

·         Monitor system alerts to ensure company sites are running 100% of the time, and troubleshoot and resolve any issues at store level

·         Assist stores in researching credit card transactions and ensure payment has been processed; research and collect information for direct bill for failed transactions in order for the company to receive payment

·         Assist stores and restaurants with cash balancing and the end of day processes; provide limited support for cash recycler issues including store personnel observation to clear jams within the recycler

·         Assist with maintaining the integrity of store databases; ensure the site is processing sales data correctly; perform basic maintenance of the database if necessary

·         Troubleshoot hardware issues within stores and if necessary, once replacements have been received, assist stores with the installation of new hardware

·         Assist stores and restaurants with point of sale (POS) hardware and software issues to ensure a positive guest experience; assist with diagnosis and correction of issues with back office computers and printers 

·         Monitor email requests for service and support

·         Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level

·         Ensure all activities are in compliance with rules, regulations, policies, and procedures

·         Complete other duties as assigned

Requirements:

·         Associate degree in technology required

·         Minimum one year help desk experience preferred

·         Basic knowledge of Microsoft Office

·         Basic knowledge of Microsoft Operating Systems

·         Problem solving skills

·         Attention to detail

·         Ability to multitask and work effectively in a fast-paced environment under tight deadlines

·         Ability to communicate technical information to non-technical users

Experience:

·         call center: 1 year (Preferred)

Education:

·         Associate (Required)

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