Help Desk Specialist

5 days ago

Brentwood, Tennessee, United States Tractor Supply Full time
Job Summary

This is a unique opportunity to join the Tractor Supply Company team as a Help Desk Team Member. As a key member of our Operations team, you will provide first-line technical and non-technical support to all Store Team Members by troubleshooting problems, researching answers, and guiding them through corrective steps to resolve issues.

Key Responsibilities
  • 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 the level of technical assistance required; if unable to resolve the problem, escalate or assign to the 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 handling 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.
  • Assist with various other technical tasks, as required, such as imaging computers, assisting with projects, application rollouts, and preventative maintenance.
Requirements
  • Experience: 0-2 years' experience. Customer service, retail, and technical Help Desk experience preferred.
  • Education: High school education or equivalent. College degree preferred. Any suitable combination of education and experience will be considered.
Preferred Qualifications
  • Must possess excellent customer service skills.
  • Must demonstrate effective oral and written communications.
  • Must have the ability to work as a part of an Operations team focused on servicing our customers and improving the efficiency of all Operations functions as well as having the ability to work independently.
  • Must have the ability to handle conflict positively.
  • Must have ability to work in a fast-paced environment and react to issues with a strong sense of urgency.
  • Must be receptive to change and can adapt to changing priorities.
  • Must have good interpersonal skills and teamwork awareness.
  • Must demonstrate strong problem-solving skills.
  • Must have strong multi-tasking skills.
  • Must be capable of learning and using Help Desk technologies.
  • Must be able to work a flexible schedule, including weekends and evenings.
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

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