Job Description

JOB PURPOSE-

The DESKSIDE SUPPORT ANALYST, RETAIL is primarily responsible for providing technical support to retail store end-users.  This includes diagnosing, repairing, and maintaining store hardware and equipment while ensuring optimal performance.  In addition, this position will also require working on special projects and maintaining technical documentation and inventory.  This is a non-supervisory role._ _

The ideal candidate must be capable of performing maintenance of POS systems, network devices, peripherals, and their associated cabling systems.

The Analyst will provide phone, email, and on and off-site support during and after business hours for retail store interruptions related to hardware and software configurations.  The Analyst shall maintain configuration, cabling and inventory databases in support of all computer hardware installation and maintenance activities. 

ESSENTIAL JOB RESULTS-

• Configure, and troubleshoot POS system hardware, network devices, and other peripherals
• Respond to tickets through Service Now system, onsite and remote support for POS system related issues
• Responsible for the tracking and accurately documenting instances of hardware failure, repair, installation, and removal
• Conform with and abide by all instructions, policies, regulations, and work procedures
• Availability to work various shifts and accommodate weekend overtime support requirements
• Ability to work independently without close supervision

SUPERVISORY RESPONSIBILITIES-

• NO.

Qualifications

JOB REQUIREMENTS-

• Point of Sale support experience (Aptos), image creation, Android devices, and PC repair experience 
• Technically savvy with strong networking and troubleshooting skills
• Proficiency in MS Office o365, Windows 10, MacOS, Active Directory and remote connectivity tools
• Experience with desktop support and OS Provisioning
• Desire to learn
• Ability to make sound independent decisions
• Ability to communicate and collaborate effectively with others
• Must have the flexibility/availability to work various shifts and accommodate weekend overtime support requirements
• Ability to multi-task.
• Excellent communicator
• Ability to work under pressure

EDUCATION AND EXPERIENCE-

• Degree in Computer Science or other IT related field
• Must have a minimum of 2 years’ experience in Point of Sale support Tier II or Desktop Support position in a corporate environment with 200+ users and/or professional services environment
• CompTIA A+ Certification, Network+ Certification, Microsoft Certified Desktop Support Technician (MCDST) or equivalent experience a plus

QUALIFICATIONS-

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.

PHYSICAL DEMANDS-

Must be able to lift 40 pounds or more on occasion.

Additional Information

All your information will be kept confidential according to EEO guidelines.