Help Desk Technician

Overview

The Help Desk Technician I serves as the initial point of contact for store and corporate users seeking guidance or technical assistance with computer systems, software, hardware, and other IT-related issues. This role is responsible for providing prompt, courteous, and effective support to resolve routine technical problems and escalate complex issues to the next tier of support.

Responsibilities

• Respond promptly to requests from store and corporate users, providing information and assisting in resolving technical issues.
• Accurately document all incidents and requests, ensuring regular updates are communicated as necessary.
• Escalate unresolved problems to Help Desk Technician II within established service level agreements.
• Identify user training needs and deliver appropriate training to store and corporate personnel.
• Maintain consistent communication with users regarding operational and production system issues.
• Assist in coordinating the resolution of Point-of-Sale application and software system issues affecting production.
• Provide support to systems and programming teams when required.
• Assist in troubleshooting and resolving technical problems related to computer operations equipment for stores and corporate offices.
• Participate in cross-training activities with immediate supervisors and peers to ensure preparedness for temporary reassignment or advancement due to extended absences or business needs.
• Fulfill departmental requirements, including providing administrative notifications during periods of illness, vacation, or educational leave.
• Develop and maintain service level agreements in collaboration with various user departments and business units.
• Consistently perform at or above the organization's established Information Technology performance standards.
• Demonstrate a commitment to Kirkland's core values in all professional interactions.
• Perform additional duties as assigned to support departmental and organizational objectives.

Qualifications

• High school diploma required. Preferred: Bachelor's degree in computer science, business administration, or related field, or equivalent relevant work experience.
• 1-2 years of technical experience.
• 1-2 years of experience in a customer service-oriented role.
• A suitable combination of education, experience, and training that demonstrates the ability to fulfill the key responsibilities of this position will be considered.
• Willingness and ability to work flexible shifts.
• Familiarity with all hardware and software currently used by the store and corporate offices.
• Proficiency in operating support tools.
• Exceptional written and verbal communication skills.
• Ability to communicate effectively with individuals of varying skill levels.
• Proficient with Microsoft Office applications.