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IT Support Technician
2 months ago
Company Overview
Tandy Leather is a leading retailer in the leathercraft industry, dedicated to providing exceptional service and support to our customers. We are currently looking for a skilled Technical Support Specialist to enhance our IT Help Desk Team, ensuring seamless operations of our IT services.
Position Summary
The Technical Support Specialist plays a crucial role in maintaining the efficiency of our IT Help Desk. This position is focused on delivering Tier 1 support services, addressing issues related to desktop software and hardware, point-of-sale systems, and ERP applications.
Reporting Structure
This role reports directly to the VP of IT & Operations.
Key Responsibilities
- Provide support across various platforms operating under different operating systems and databases in a 24/7 environment.
- Efficiently manage help desk tickets, ensuring timely creation, follow-up, and resolution through phone and email communication.
- Deliver hardware repair services both in-person and remotely for various locations.
Required Qualifications
Education:
A degree in Computer Science or equivalent experience/certifications is preferred, along with a minimum of 2 years of experience in a retail IT Help Desk environment.
Experience:
- Proficient technical knowledge and troubleshooting abilities, particularly with Microsoft Windows-based PC hardware and software, printers, and networks.
- Experience in imaging PCs and utilizing incident management tools.
- Familiarity with MS Office Suite and other relevant software applications.
- Strong problem-solving and analytical capabilities.
- Excellent customer service skills, complemented by well-developed interpersonal abilities, including diplomacy and discretion.
- A collaborative team player with a strong work ethic and attention to detail.
- Effective communication skills, both verbal and written, ensuring clarity and professionalism.
- Active listening skills to gather accurate and detailed information.
- Ability to interpret technical concepts for non-technical users.
- Adaptability to work in a fast-paced environment while addressing the needs of multiple stakeholders.
- Experience with Microsoft-based ERP or Point of Sale applications is advantageous.
- Willingness to learn and support new applications as needed.
- Flexibility to work non-standard hours, including weekends and holidays, as required for Help Desk coverage.
Commitment to Diversity
At Tandy Leather, we value diversity and are committed to creating an inclusive workplace for all employees. We welcome applicants from all backgrounds and are proud to be an equal-opportunity employer.
