Job Description
This is for a Junior level HD Technician who can support a Monday through Friday, 10AM to 7PM PST shift.
The position pays $20 - $21.00 an hour
MUST BE OK WITH HIGH VOLUME DESK, 60+ CALLS/DAY
ServiceNow is the ticketing system the client uses.
4-month contract with potential extension.
This role requires experience working with some type of POS (Point of Sale) application/system.
Must have experience/comfort with a busy call center/high volume help desk environment
Must have A+ communications, friendly, flexible with shifting assignments as needed
Job Purpose:
Level 1 support is the first tier of support, provided by Service Desk Analyst Level 1 with the least experience, lower understanding of technical issues, and limited access to resources.
Essential Job Functions:
Respond to telephone, email and Service Now requests
Creates and tracks incidents and requests to ensure timely resolution
Escalate issues to the appropriate group
Support Aptos retail POS system and Retail Devices
Solve everyday problems such as username and password issues, menu navigation, verification of hardware and software, installation issues, and setup.
Level 1 support teams solve user problems by following standard operating procedures through Knowledge Bases. If no solutions are available per the training and instructions, Level 1 personnel forward the Incident/Request to Level 2 support.
Job Requirements:
Experience with Aptos retail point of sale system
Must have the ability to focus and make quick sound decisions
Must be able to work independently and/or in a group environment
Must be a quick learner by documenting and taking notes
Must be organized and detail oriented
Work on a rotational after-hour on-call schedule
Available on the weekends
Must possess top notch customer service
Must have excellent communication skills, work ethic, punctual, reliable and have a desire to excel
Must have a solid understanding of networking
Proficiency with Windows 10 and Mac OSX
Experience managing accounts in Active Directory
Education & Experience:
AS degree or higher or proven years of experience
2 years of Service Desk or Desktop Support experience
Compensation:
The estimated pay range for this position is USD $20.00 - $21.00/hr. and is a Non-Exempt role.
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Benefits:
We offer comprehensive benefit options which vary depending on role, location, and employment type. The Talent Acquisition Partner can share more details about compensation or benefits for the specific role during the hiring process.