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![ACME Retail Systems](https://media.trabajo.org/img/noimg.jpg)
IT Help Desk Support Technician
2 months ago
ACME Retail Systems is a company which sells and maintains point of sale (POS) systems for independent supermarkets. We currently developing our talent pool for Help Desk / Support Technicians in our Connecticut office.
Help Desk duties would involve troubleshooting and performing initial diagnosis with the customer over the phone, remotely accessing the customer's site to repair software issues, and dispatching a Field Technician to the site for hardware issues. Support duties would involve remotely assisting on-site Field Technicians, and remotely assisting or training customers in the use of POS software. We support multiple POS platforms. Other responsibilities include preparing & testing equipment to go back out into the field, loading servers, imaging workstations & POS terminals, and loading payment terminals. Proficiency with Microsoft Windows XP, Windows 7, Windows 10, Server 2008 R2, Server 2012, Server 2016, Server 2019, and Server 2022 are a must. Familiarity with SQL, batch scripting, BASH, and object oriented programming languages are a plus.
Our Support Technicians also train stores in person, and assist in providing on-site customer support for system installs. In times of high workload, our Support Technicians may need to go on-site and perform service calls to assist Field Technicians. Our primary New England territory is Connecticut, Massachusetts (including Martha's Vineyard), Rhode Island, and parts of Up-state New York. On occasion, team members from the CT office may have to assist our Hackensack office in the New York and New Jersey territory. Must be willing to drive across all parts of our service territory including New York City.
While software fluency is the primary need in this position, applicants must also be good at diagnosis and repair of PC and printer hardware. Experience with POS peripherals such as scanner/scales and cash drawers is always a plus, but these devices will be covered during training. Self-motivation and positive customer service skills / experience is a must; applicants must also have a clean driving record. Supermarket retail, and/or other retail experience is preferred but not required. Additional job duties include: software upgrades (typically performed after customer's store is closed), available for after-hours / on-call support on a rotating basis, available for on-site systems installations after hours (these are typically scheduled at least a week or two in advance), must be able to lift up to 30 to 50 lbs.
Pay: $18.00 - $20.00 per hour
Expected hours: No less than 40 per week
**Benefits**:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 1 year
Schedule:
- 8 hour shift
- On call
- Rotating weekends
- Weekdays
**Education**:
- High school or equivalent (required)
**Experience**:
- Customer Service: 1 year (preferred)
- Windows: 2 years (required)
- POS: 1 year (preferred)
- Computer hardware: 1 year (preferred)
- Microsoft Windows Server: 2 years (preferred)
- Microsoft SQL Server: 1 year (preferred)
- Shell Scripting: 1 year (preferred)
- IT support: 1 year (preferred)
- Software troubleshooting: 1 year (preferred)
- OOP: 1 year (preferred)
License/Certification:
- Driver's License (required)
Willingness to travel:
- 75% (required)
Work Location: In person