IT Specialist - #1402523

WAGE

$25 to $27 hourly (DOE)

Summary

The Retail Help Desk Technician will be a technology advocate, both supporting and educating end-users, provide day-today user support in cross-platform environment, and is the front line of our team that tackles all support tickets for triage and resolution.

WORK ENVIRONMENT

• Professional office environment
• While our offices are a strictly professional environment, due to the nature of our business involving adult content, certain roles may be exposed to adult content while performing their job functions.
• Job requires ability to sit at a desk for extended periods of time
• Job requires ability to lift and carry items up to 50lbs
• Must be able to work in a team or independently
• Must be patient and fast learner
• Must be able to work with all levels of staff and management
  
  

This job description is not to be construed as an exhaustive list of duties, responsibilities, or requirements. Employees may be required to perform other related job duties. The company reserves the right to amend and/or add to any and all responsibilities and requirements in this job description or any other document.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide first-line support for IT issues reported by users in office, remote and our HH stores via our cloud-based ticket system
• Perform remote troubleshooting through diagnostic and pertinent questions
• Triage all help desk tickets and respond / escalation of tickets as required.
• Follow-up and update tickets.
• Responsible for tickets involving issues and errors, new hire setup and equipment deployment
• Provide on-site and remote support via phone and / or remote session.
• Works in conjunction with IT Department to analyze and resolve problems associated with technical applications and recommends solutions for changing needs
• Perform post-resolution follow up and document resolution
• Work with team providing technical assistance and support related to computer systems, hardware, software, and POS equipment
• Assist with onboarding and offboarding of all Retail end-users
• Keep all IT documents on Teams updated
• Performs other related duties as assigned
  
  
  

Qualifications

Required Qualifications

• Minimum High School diploma
• A+ Certification
  
  
  

Preferred Qualifications

• BS in Computer Science
• Basic Technical proficiency with Microsoft Office 365, Windows 10, MacOS
• Experience troubleshooting Mac and Windows operating systems.
• Broad experience using a variety of monitoring and ticket management tools
• 2 years' experience as a help desk technician or other technical support role
• Experience providing remote support using virtual desktop tools
• Excellent communication, written and verbal skills including excellent phone support skills
• Positive and collaborative team member who demonstrates initiative and tenacity
  
  
  

Diversity creates a healthier atmosphere HH Retail Group, is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristics protected by law.