Store Support Representative-Tech Help Desk

About the position

The Store Support Representative provides essential frontline support for various store systems related to software and hardware at Shoe Carnival stores. This role primarily involves assisting store management over the phone with technical issues, ensuring smooth operation of store computing systems, and contributing to system enhancements and project management.

Responsibilities

• Responds to user calls, emails, and Help Desk submissions requesting help or reporting problems.
• Diagnoses, isolates, and resolves user, software, and hardware problems with store computing systems.
• Escalates issues to Store Support Specialist and Store Support Specialist Level 2 as needed.
• Analyzes issues and recommends proactive solutions.
• Monitors store systems to detect problems.
• Logs and follows up on all reported issues to ensure closure.
• Suggests and assists in development of store system enhancements.
• Manages assigned projects.
• Assists in testing new hardware and software upgrades, and rollout to the chain.
• Assists in overseeing store systems set up by vendors in new stores.
• Assists with take-down and re-installation of systems in store remodels or relocations, on-site.
• Assists with configuration of store systems components for new stores or replacements for failed equipment.

Requirements

• Associate's degree preferred.
• A+ Certification preferred.
• 1+ years' experience working in a Help Desk or Retail environment preferred.
• Experience with Server and PC software, network systems, Windows and Linux operating systems, and Microsoft Office products.
• Excellent verbal and written communication skills.
• Flexible, detail-oriented with a positive attitude.
• Ability to learn and possess a comprehensive knowledge of Shoe Carnival's hardware, POS, and software systems.
• Ability to work a flexible schedule that includes alternating holidays and weekends.

Benefits

• Competitive Pay
• Paid Time Off (Vacation & Sick Time)
• Comprehensive Medical, Dental, & Vision Benefits
• Flexible Spending Accounts
• Life, Disability, and Voluntary Benefits
• Fitness Membership Discounts
• Employee Assistance Program
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Employee & Family Discounts