This is a contract to hire Retail Service Desk Technician, Operations onsite position in Louisville, KY.
No Corp to Corp, H1B Visa and no sponsorship provided
This is a great opportunity for new graduates of IT or students who had internship experience
Shift is Tues - Saturday- 9:30am-6:00 pm - possible to work remote 1 day per week after training
You will be responsible for handling day-to-day operations of all reported technical support issues by all employees. This would include but not be limited to different locations and remote users.The ideal individual will provide tier 1 and 2 technical support for all reported incidents (break fix’s) and requests (hardware, software or access). Additionally, a Retail Service Desk Technician, Operations must be able to work independently and as part of a 5-technician team. Lastly, this individual must be proficient in both Windows OS and Mac OSX, as well as all Microsoft Office applications.
This is a critical role within the organization and requires good customer service skills and prioritization skills. Success will be measured by problem-solving skills and the ability to evaluate and resolve a wide variety of reported incident types.
This position will report to the Supervisor, of Retail Service Desk Operations
Primary Responsibilities:
- Embody our culture and values through a high degree of self-accountability acting as a model for all team members both internally or externally.
- Work with cross-functional teams such to provide timely and responsible outcomes to needs and requests
- Manage ticket queues and routing tickets to the appropriate technicians for resolutions
- Provide tier 1, 2 and 3 technical support
- Troubleshoot: PC/Mac hardware, peripherals and communication devices
- Provide software support, including but not limited to, OSX, iOS, Android, Windows 10, MS Office 365, Adobe Creative Cloud JAMF, and all propriety software
- Provision and deploy: PC/Mac hardware, peripherals and communication devices
- Receive, prioritize, and resolve end user incidents in accordance of IT Service Desk SLA’s
- Logs and tracks issues using IT service management system, and maintains history records and related problem documentation
- Research and troubleshoot unfamiliar errors using an online knowledge base and other resources to effectively identify and resolve problems
- Participate in writing and organizing documentation: team documentation, end user how-to guides and other information that will be used in IT Service Desk knowledge base for future support
- Contribute in team projects and tasks
- Perform routine preventive maintenance checks
- Support special meeting events, video and teleconferences
- Keep peers / manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects
- Ensure the timely resolution or escalation of assigned service desk tickets to minimize impact to the users
- Adhere to team processes, procedures, policies and job aids
Position Requirements:
- 1-3 years of experience in corporate IT technical support role
- Ability to socially interact with Customers, Employees and Business Partners inside and outside of the business.
- Ability to work with large teams setting personal and professional goals for themselves and others.
- Great interpersonal skills, a positive attitude, and the ability to thrive in a fast-paced environment
- Have a high degree of comfort dealing with ambiguity, including the ability to take initiative when an opportunity provides itself.
- Self-motivated, a good communicator with an innate ability to bring the best out in others.
- The ability to multi-task, set priorities and work well under pressure.
- This position involves constant moving, talking, hearing, reaching, grabbing, and standing for at least two consecutive hours. May occasionally involve stooping, kneeling, crouching, and climbing ladders.
- Strong knowledge of PC and Mac hardware and software
- Working knowledge of Active Directory, Azure AD, Exchange Mailbox administration, Microsoft Office Suite, JAMF, Microsoft Teams, Sharepoint, Group Policies
- Experience with NTFS and file share permissions
- Experience with TCP/IP Suite
- Experience with AV technology
- Experience with the following Operating Systems - Windows and Mac OSX, iOS & Android
- Ability to multitask in a dynamic environment
- Experience working in a team-oriented and collaborative environment
- Willingness to work irregular and overtime hours on occasion, as needed
- Travel Required
- Excellent attitude and willingness to learn
- Excellent oral and written communication skills to explain complex technical resolutions to end users
- Strong problem-solving skills
- Lifting computers and peripherals
- Certifications are a plus: (CompTIA A+, Network +, MCSA, CCENT, ITIL)
- Prior experience client management tools are a plus: (Meraki, JAMF, Jira Service Desk, Cherwell, LogMeIn,)
· Applicants must be 18 years of age or older and fully vaccinated against COVID19.
Must pass background check.