Position Title: Help Desk Analyst - Retail
Job Order: SP02140601
Location: San Francisco, Ca
Overview
Responsible for providing first level I.T. support services to internal customers in the [Company] Stores, Central Distribution Center (warehouse), New York Marketing office, and [Company] Field Support Offices.
Responsibilities
Identify, isolate and troubleshoot Level 1 I.T. related problems. Answer calls, log and track customer requests using a problem-tracking tool. As appropriate, escalate problems to 2nd and 3rd level support teams and outside support vendors. Follow up on requests according to Service Level Agreements. Routinely check voice mail and monitor the Help Desk mailbox and ensure requests are logged into the Help Desk system within agreed timeframes. To analyze and where appropriate reproduce problems that have been reported to the Help Desk, documenting steps required to reproduce. Foster excellent relationships and communications with Business Units and providers. Be able to heavily research problems and express a solution consistently and correctly in writing and do so with good grammar, spelling, and overall good written communication skills. Be able to handle more than one assignment at once. Provide intermediate level support for the Microsoft suite of products (Word, Excel, Access, Project, Publisher, Power Point, Windows 00/03/NT, Internet Explorer, Visio) and Desktop applications (Microsoft Outlook, AS400 Client Access, Symantec PC Anywhere, Active Directory). Provide first level support on the following hardware: RS6000, AS400, HP Servers, Rackable Systems, IBM Laptop /T20 -23 series, Dell Desktop’s - Opti-plex, Dimension /Laptop – D600’s, 640’s, 800’s, 300’s. Provide first level NT administration functions to include:
Administer User Ids – create new users and delete users. This includes following established network standards and conventions. Administer User Profiles – includes assigning group access dependant on the particular department user profiles. Administer User Passwords – this function includes assigning new passwords, and also resetting passwords according to security standards. Administer Print Queues when users experience problems with printing. Monitor server and application availability and proactively alert other service providers to critical conditions requiring immediate resolution.
Provide first level Microsoft Outlook Administration functions: add new users based upon established standards, and establish and reset user passwords as needed. Provide first level Firewall and virus management support. Transition to a Primary on-call after hour support role on an on-going rotation basis.
Requirements
Customer service experience – 1 to 2 years. Professional presentation and phone manner. Minimum 2-3 years knowledge and practical experience in the Microsoft suite of products. A basic understanding of how a client–server environment operates and how applications function within the environment. Understanding of basic NT administration. Basic experience in WAN, LAN and TCP/IP. Knowledge of Cisco routers preferred, although not required Basic understanding of IBM Point of Sale systems (IBM 4690 preferred), Triversity Point of Sale systems (Transactionware GM/Enterprise preferred) and general knowledge of retail environment preferred. Must be consistently punctual, dependable and reliable. Presents ideas and initiatives both formally and informally. Contributes to decision-making in own/cross-functional teams. Shares knowledge and information. Persuades and influences for results. Accepts ownership of the problem until it is resolved. Generates new ideas leading to opportunities or cost-savings. Shows awareness of global trends and new developments in information technology and networks, including standards, protocols and architectures. Experience with the support of web based business applications. Some telecommunications experience, in particular IP telephony. Self-starter, able to work independently. Strong organizational skills with attention to detail and the ability to prioritize. Strong interpersonal and collaboration skills, resourceful and proactive team member. Flexible to work a rotational schedule (including some Holiday’s & weekends) and take on other duties as assigned Minimum 2 years of college or equivalent work experience preferred.
Competencies
To Apply
Qualified candidates are invited to submit their cover letter and resume to Careers@DeanTracyJobs.com for immediate consideration.
Thank you.
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