Service Desk

Provides technical assistance and troubleshooting by remotely connecting to equipment to sites and by accessing web-based applications; supports multiple pieces of hardware, platforms, and web-based applications.  Remotely assists store in-house maintenance technician through installation of payment terminals.  Assistance includes walking through a preparation checklist, remotely downloading/installing software updates and using a web application to connect the payment terminals.  Assists the technician with their tasks during the installation and troubleshoots any issues during the process.  Determines if the root cause of a problem is part or a combination of hardware, network or software related issues, and recommends and/or implements solutions.

Responsibilities:

• Directs field personnel in installing new equipment that is going on the site network
• Uses remote tools and cloud technology to provide technical support for hardware, software, site networks and applications
• Configures and upgrades software on newly installed devices
• Understands and completes proper processes when installing software
• Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications
• Provides accurate verbal instruction when onsite diagnostics and installation is needed to bring various pieces of equipment to full functionality
• Provides troubleshooting by using remote tools connected to other legacy networks
• Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which installation or repairs are made in order of emergency priority
• Manages multiple tickets and works them in order of emergency to lowest priority
• Works with third-party help desk vendors as applicable
• Provides phone support as needed
• Initiates timely communication of critical events to IT and Store Support Team Leads
• Completes other duties, including special projects, as assigned by Management
• Tools utilized: Service Now, Bomgar, Radiant POS, Radviewer, Store Connector, Verifone VHQ, Verifone PINPad

Qualifications

Preferred:

• Associate degree in Computer Science, Computer Networking or 2 years of related experience
• Specialized training in network communication, PC architecture or application support

Experience Requirements:

• Prior help desk experience preferred – 1-3 years

• Can work and resolve most escalated tickets.