IT Help Desk Technician

About the position

Under the supervision of the IT Helpdesk Supervisor, the position is responsible for end user support, handling all requests from employees regarding software and hardware issues. All Helpdesk duties are performed using remote desktop tools and by communicating with end users over the phone. The Helpdesk operates in a call center environment where performance is measured by the volume and quality of issues resolved.

Responsibilities

• Troubleshoots, isolates and resolves IT and Point of Sale (POS) hardware and software problems in a client/server network environment.
• Troubleshoots, isolates and resolves problems with Windows servers in a bound and unbound network in support of store servers.
• Troubleshoots, isolates and reports problems with local area network (LAN) and wide area network (WAN) systems and equipment.
• Troubleshoots, isolates and resolves problems with typical business and company unique software including Microsoft Office, Internet Explorer, Adobe Acrobat and web-based applications in support of corporate office and store end-users.
• Uses prescribed ticket tracking software to record status of all problems and identify steps taken to resolve issues.
• Escalates all problems beyond the scope of resolve to the next level of expertise.
• Provides assistance to publishers in the use and submission of product through the New Title Portal (NTP).
• Follows all company policies and procedures.

Requirements

• High school diploma or equivalent GED.
• Prefer some prior experience working in an IT Helpdesk environment, but not required.

Nice-to-haves

• Should possess excellent verbal and written communication skills.
• Should have excellent customer service skills.
• Prior technical support experience preferred.
• Should be able to demonstrate knowledge and aptitude as demonstrated by real-time troubleshooting and technical problem solving for the end user.
• Must exhibit excellent attention to detail.