DUTIES AND RESPONSIBILITIES:
· Responding to customer inquiries and requests for technical assistance via phone, email, or in-person.
· Documenting and tracking customer interactions and technical issues in a ticketing system.
· Ensuring customer satisfaction by following up on resolved issues and providing timely updates.
· Support basic computer tasks such as password resets, account creation, and software installations.
· Troubleshooting technical issues related to hardware, software, and network connectivity.
· Escalating complex technical issues to senior IT staff or other departments as needed.
· Maintaining and updating knowledge base articles and documentation for common technical issues.
· Assisting with basic IT infrastructure tasks such as server maintenance, backups, and security updates.
· Participating in training and professional development activities to improve technical skills and knowledge.
· Performs other related duties as required and assigned
QUALITIES AND SKILLS:
· The employee should have knowledge of basic computer hardware components such as processors, RAM, hard drives, and motherboards. They should also be familiar with various operating systems like Windows, Mac, and Linux, and have a basic understanding of software applications like Microsoft Office Suite.
· The employee should have the ability to identify and resolve technical issues. They should be able to diagnose problems related to hardware, software, and network connectivity.
· The employee should have excellent verbal and written communication skills. They should be able to communicate technical information to non-technical users in a clear and concise manner.
· The employee should have strong customer service skills. They should be patient, empathetic, and able to work well under pressure. They should be able to handle difficult customers and resolve issues in a timely and professional manner.
· The employee should be able to handle multiple tasks simultaneously and prioritize work according to urgency.
· The employee should have strong documentation skills for technical issues, resolutions, and procedures in a clear and concise manner.
· The employee should be able to work collaboratively with other IT Help Desk team members to resolve technical issues.
· The employee should have knowledge of the organization's IT policies, procedures, and processes. They should be able to follow these processes to provide effective IT support to end-users.
· The employee should have a passion for learning and keeping up with the latest IT trends and technologies. They should be willing to learn new skills and technologies as needed to provide effective IT support.
REQUIREMENTS:
· Knowledge of Databases, Oracle, MSSQL, MS Access
· Knowledge of Mac and Linux is a PLUS
· Knowledge of any scripting language like PowerShell and VBScript
· Knowledge of networking fundamentals; DHCP, DNS, IP Addressing, VPNs, LANs, WANs, VOIP, firewall, etc.
· Knowledge of networking tools; Ping, NSLookup, TraceRT, etc.
· Experience with Microsoft Products; Microsoft Office 365, Windows Active Directory
· Experience with Remote Access software: Remote Desktop, ScreenConnect, Team Viewer
· Experience with IT Ticketing systems
· Ability to travel when required for store support.
· On call after hours when necessary
