SUMMARY
The Help Desk Analyst works with users to troubleshoot our technology stack including network, point-of-sale, audio/video as well as other IT devices and systems. The Help Desk Analyst also manages user accounts & permissions across Buff City Soap’s roster of applications, and plays a key role in various technology rollouts, projects, and initiatives.
KEY RESPONSIBILITIES
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Provide customer support.
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Review and respond to all software and hardware tickets with an appropriate solution or process.
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Where necessary, troubleshoot tickets until an appropriate solution can be identified and applied.
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Communicate with users or peers at appropriate intervals to ensure tickets are managed from initial contact through to the closing of each ticket.
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Act as product expert.
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Involved in periodic product evaluations by testing technology during update cycles.
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Provide insight and recommendations for product and process improvements based on business needs and firsthand support experience.
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Setup and Maintenance.
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Hardware setup and configuration.
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Assist with testing and deploying updates and enhancements.
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Other tasks and duties as assigned.
EDUCATION & EXPERIENCE
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Experience troubleshooting and resolving problems.
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1+ years of customer support or retail experience.
SKILLS & ABILITIES
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Can explain complex technical information to a non-technical person in simple understandable terms.
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Can collaborate with stakeholders, gather user needs, and implement processes.
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Familiar with Windows operating system and Apple iPads.
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Disciplined in time management and task prioritization.
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Excellent written and verbal communication skills.
WORKING CONDITIONS & TRAVEL
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Sedentary work that primarily involves sitting/standing.
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Travel: Rarely (Less than 10%).
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Hours: Sunday to Thursday 11:00am to 8:00pm
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