ASSOCIATE SYSTEMS SPECIALIST- IT SUPPORT DESK

POSITION PURPOSE -
The Associate Systems Specialist is an advanced level of troubleshooting support for the IT Helpdesk. These associates may monitor a phone queue and team inboxes in an effort to ensure customer service requirements are being met.  This position serves as second point of contact for the stores for support of all store applications, hardware and front and back end systems. The resource works directly with store associates to resolve technical systems issues.

 

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -

• Diagnose, troubleshoot and document technical issues reported by our stores
• Participate in business impacting incident support activities with the main goal of alerting and communicating issue symptoms to all levels of support
• Support L1 helpdesk associates through training or other means of assistance
• Maintain Helpdesk Knowledgebase articles through Knowledge Centered Support processes
• Maintain schedule flexibility to support Helpdesk Operations
• Take ownership of Field or Supervisor Escalations as assigned

NATURE AND SCOPE -
Position Reports to: IT Supervisor

No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS -
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.MINIMUM QUALIFICATIONS -
Must be eighteen years of age or older.
Must pass the Drug Test.
Must successfully complete any required training or orientation courses.

EDUCATION REQUIRED -
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE - 2
 
PHYSICAL JOB REQUIREMENTS -
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

ADDITIONAL QUALIFICATIONS -
Knowledge of Network Switches, Routers, Firewalls, and Access Points
Knowledge of Operating Systems (Windows, UNIX, and IOS)
Knowledge of Server Hardware
Knowledge of Host Systems
Knowledge of Storage Area Networks (SANs)

PREFERRED QUALIFICATIONS -
Associate's degree or higher in a technical field of study
Two years of experience in an IT support call center environment
Technical Certifications such as A+
Working knowledge of MS Office and Windows OS
Other technical knowledge or experience with technical systems which could
include; supporting end users through PC, Network, Software or server support
Experience in handling incidents that have a large scope of impact
Good verbal and written communication skills
Problem solving and analytical skills
Ability to multi-task


KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Maintaining a high degree of technical competence and knowledge that involves the understanding of concepts and facilities utilized in support of computer and network systems.
Ability to communicate effectively with all levels of personnel, both verbally and in writing.
Ability to quickly analyze and resolve systems problems as they occur.
Ability to utilize operational experience and knowledge to effectively write methods, standards and procedures in a clear and concise manner to ensure ease of use.
Ability to verbally communicate with all levels of associates within the organizations.