Help Desk Specialist: Xeriom Technology Services

Help Desk Specialist

This position provides first level support to the users of our client computer systems and related equipment located at our retail stores, corporate office, Distribution Centers, and remote user locations.

Interprets, evaluates, and resolves complex problems reported to the help desk regarding various hardware and peripherals, POS systems, software, and core business systems.

Logs calls and escalates problems as appropriate to tier 2 support teams;
second or third level support personnel when appropriate, via defined escalation procedures.

Answer incoming telephone calls, monitor and manage group email, and voicemail contacts while providing immediate solutions whenever possible.

Log all incidents and user contact in a problem tracking system to be utilized for reporting and problem documentation.

Place service calls to outside vendors; monitor and track the call through to closure.

Monitor all Support Center ticket queues; open, resolve or reassign tickets appropriately.

Follow-up with users to make sure their problem/request was handled according to best practices and procedures.

Keep informed and current with all procedures for systems and equipment, ensuring that documentation is up-to-date and accurate.

Research, resolve and respond to incoming questions in a timely manner specified within the department Service Level Agreement.

Keeps management and users updated with changes in status of key systems, SLA violations or network outages.

Education and/or Experience
A minimum of an Associates Degree in Computer Science and/or one to two years experience performing in an Operations and/or Help Desk function; preferably in a retail environment.


Skills and Abilities
Experience with:
•Point of Sale to include software and operating system, cash registers, hand scanners, table scanners, receipt printers, debit/credit pinpads, and check readers.
•Microsoft Windows NT/2000/2003/XP both professional and server.
•Microsoft Office 2000/2003/2007
•Microsoft Outlook 2000/2003/2007, Outlook Web Access, and Exchange client.
•Understanding of LAN/WAN network protocols and equipment.
•Printers (Laser, Desktop, Network, Dot Matrix)
•Symbol/Motorola hand-held equipment to include wireless guns, base station, and software.
•Time clocks to include ADP and Kronos software.
•Business Applications such as: SAP, e-Time, eTrust, Disk Keeper, TouchPoint, Dsign, Oracle client, Adobe software, Microsoft Visio, Microsoft Project, etc.
•User rights management such as password changes, DHCP, VPN, and security administration.
•Strong oral and written communication skills.