Supermarket Help Desk Analyst (Remote) - Syracuse, New York United States - 32620

JOB DESCRIPTION

WHY IS THIS A GREAT OPPORTUNITY?

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JOB DESCRIPTION

HELP DESK ANALYST

** No C2C or 3rd parties.  Must be a permanent US resident or US Citizen to apply. We are unable to sponsor at this time.

Job Description: As a Technical Analyst, you will be responsible for configuring and troubleshooting networked servers, terminals and peripherals, and providing technical support for customers and internal staff. In addition, you will work with our firewall providers and third party software companies to resolve networking issues. You must diagnose and resolve POS hardware and software problems via telephone and remote connection.

General Duties:

• Respond to and resolve support calls from customers across the US in a timely manner.
• Remotely connect into customer sites and resolve issues.
• Follow up on open tickets and ongoing issues in the call queue.
• Duplicate store issues on internal support systems for testing purposes.
• Accept escalations from and provide guidance to other Help Desk agents when assistance is required.
• Escalate calls to appropriate team members or management if time based targets are not met or if call is beyond scope of understanding.
• Maintain open and positive communication with clients, extended team members, and management.
• Maintain up-to-date skills required for all POS hardware and software supported.
• Participate in after hours on-call cell phone rotation for support or backup.
• Work with minimal supervision and be able to handle most situations independently.
• Other duties as assigned.

Availability to Work

• Must be able to work until calls are completed.
• Weekend and night availability for scheduled shift, backup coverage, weekend or holidays.
• Must be willing to be on-call via pager rotation (4 days at a time).
• Must be willing to assist other employees 7x24, as needed.

QUALIFICATIONS

Knowledge Requirements

• Working understanding of computer software and networking.
• Familiarity with NCR ISS45 or RORC Point of Sale Systems.
• Up-to-date experience with switches, routers, access points and other network peripherals.
• Practical experience working with computers, hard drives, memory and Windows Server/workstation OS.
• Knowledge of Windows 7/10, Windows Server, general PC experience, networks, and TCP/IP.
• A+ certification and/or Network+ certification. 

Understanding of network language and SQL Database Management experience preferred.

Training Needed

• Practical, on the job, experience in TCP/IP networking is required.
• Supermarket or retail front end management or experience a plus.

Some help desk experience preferred

Education:
University - Associate's Degree/Graduate Diploma/2 Years