Help Desk Specialist

Full Job description that covers helpdesk and porting:

A client in the Atlanta location is seeking a Helpdesk agent who will be taking calls regarding basic troubleshooting of networks, computers and POS terminals for the retail store locations and the sales reps that work there (not end customers). They also are going to be handling issues dealing with porting/portability (portability is wireless number transfers switching phone numbers from one carrier to another), but they can train them on this if they have beginner level skills with porting. The ideal candidate has dealt with calls related to POS hardware/software as well as calls dealing with portability and PC troubleshooting. If they can’t handle the call, Tier 2 can assist. This will be 100% phone support helping retailers with any IT issues they have in the store.

Additional duties as assigned.

MUST HAVES:

• Helpdesk experience or porting experience
• Be sharp
• Have a friendly personality for customer service and exude patience
• BE RELIABLE – they cannot show up late to work and need to be there for their assigned shifts. They also can’t call in sick or call out all the time, most especially in their first few months on the job
• Able to walk someone through getting an IP address
• PC support experience
• Great documentation skills for the ticketing system
• Must be available to work evenings and weekends

PLUS:

• POS helpdesk experience
• Porting experience
• CheckPoint Firewall experience
• Networking troubleshooting experience
• Spanish speaker

Day to day:

· Experience troubleshooting POS stations remotely via software like TeamViewer

· Analytical experience to root cause of a problem

· Local Number Portability

· Wireless Number Portability

· Ability to work any day and time that we are open.

· Ability to work onsite at any location in the greater Atlanta area as assigned and requested.

· Porting experience or at least understands the concept

· Call Center work environment experience

· Adherence to schedule

· Call management

· Familiar with logging all activity into ticketing system

· Network troubleshooting a plus

· Understanding routing equipment like routers etc. CheckPoint firewall a plus.

· Ability to explain technical issues to non-technical personnel