Help Desk Associate

CITITRENDS is seeking a Help Desk Associate who will be responsible for supporting and maintaining computer systems and software deployed to support the Stores and all of their processes. This includes but is not limited to Point of Sale, Merchandise Management, Networking and Telecommunications, Stores Security Systems, HR Systems, Wireless equipment and all of the software and hardware used to support these systems. The Help Desk Associate I will play a critical role in building a positive work culture, driving employee involvement, and supporting change management efforts within the retail organization.

DUTIES/RESPONSIBILITIES

• Consistently report to work as scheduled and on time
• Coordinate and communicate effectively with members of your team
• Perform tasks in a detailed and efficient manner based on the given direction
• Ensure all assigned tasks are completed as directed and on time
• Respond to requests from internal and external partners in a professional and timely fashion
• Answer calls and troubleshoot problems over the phone for all store software and hardware
• Effectively analyze and log issues into a Ticketing system
• Assign proper priority and escalate issues when necessary
• Remotely troubleshoot various issues including hardware, software, database, networking, wireless and telecommunications
• Take ownership of issues and drive them to a resolution using all available resources
• Provide support in a fair and balanced manner as a key member of a TEAM
• Provide support in a professional, caring, expeditious and effective manner
• Understand and consider the impact your actions have on the store and customer
• Communicate effectively with internal and external business partners
• Develop your knowledge of your working environment to provide better support
• Provide support to meet or exceed the expectations documented in our SLA (Service Level Agreement)
• Follow all support procedures as outlined in our Operations Manual...