089- Cinnaminson- Help Desk Support Analyst (Tier 1-2)

Forman Mills Inc; Cinnaminson Township (NJ); On-site; USD 42,000 - 58,000; Full time

Job summary

Forman Mills Inc. is seeking a Help Desk Analyst to provide Level 1 and 2 technical support for POS systems, store and corporate peripherals, hardware and software.

You will respond to requests, stage equipment, manage planning and shipping, and assist with back office software and general IT issues. The role covers local and remote system administration, incident tracking, and collaboration with IT to implement changes across allocation systems.

Qualifications

• Proven ability to provide Level 1 and 2 technical assistance.
• Experience with POS systems and retail hardware is a plus.
• Ability to document and communicate troubleshooting steps clearly.

Responsibilities

• Responds to service requests via telephone, email, instant messaging, and other communication mechanisms.
• Prioritizes and schedules requests and collaborates with subject matter experts to facilitate quick resolution.
• Tracks service requests and incidents to closure including problem solving, decisions, actions, and resolution.
• Provides local and remote system administration support, maintenance, and configuration.
• Triages and resolves problems at the Tier 2 level (account creation, network support, etc.).
• Monitors networks and performs first-level troubleshooting prior to escalation.
• Coordinates with IT to implement changes to allocation systems and ad-hoc requests.
• Owns triaging and resolution of open tickets associated with Store and Corporate Systems, Telco/Data Circuits, Applications, and Hardware.
• Supports installation, troubleshooting, applications, OS, patches, and hardware platforms.
• Performs other technical and non-technical duties as assigned.
• Must provide a cell phone and be available for off-hours support.

Skills

Customer service

Communication

Problem solving

Teamwork

Multi-tasking

Attention to detail

Analytical skills

Presentation skills

Tools

Active Directory

Exchange

Service desk systems

LogMeIn

Dameware

Microsoft Office

Job description

The Help Desk Analyst provides Level 1 and 2 technical assistance and support for Point of Sale (POS) systems, Merchant Systems, Store, Corporate and DC peripherals, hardware, and software to ensure minimal service interruption to customers and business partners. This position responds to queries, stages new equipment, handles planning and shipping of equipment, supports the back office software, and resolves technical issues.

JOB RESPONSIBILITIES

• Responds to service requests via telephone, email, instant messaging, and other communication mechanisms
• Prioritizes and schedules requests, issues, and incidents and collaborates with subject matter experts to facilitate quick resolve.
• Tracks service requests and incidents to closure; including the problem solving process, decisions, actions, and resolution
• Identifies and reports on compliance issues that require follow up or investigation and risk assessment.
• Provides local and remote system administration support, maintenance, and configuration.
• Triages and resolves problems at the Tier 2 level (account creation, network support, etc.).
• Assesses and determines if issues need to be escalated further.
• Monitors store and corporate networks, reviews the failure list, and provides first-level troubleshooting and assessment prior to escalation
• Coordinates with IT to implement standard and recurring coding changes to allocation systems and ad-hoc changes as requested by the business
• Quickly address and /or lift project issues and support their resolution
• Owns and oversees triaging and resolution of open tickets associated Store and Corporate Systems, Telco/Data Circuits, Applications, and Hardware
• Supports installation, troubleshooting, applications, operating systems, patches, and hardware platforms.
• Installs and configures computer systems, installs POS systems, hardware, and software, identifies causes of issues and incidents, diagnoses hardware and software failures, and resolves technical problems.
• Performs other technical and non-technical duties as assigned
• Must provide and carry a cell phone and be available for technical assistance and support during off hours or beyond normal hours of business operations

KNOWLEDGE AND SKILLS

• Must have a positive attitude and highly self-motivated with an eagerness to learn new skill sets and apply them towards project and team success.
• Ability to work independently or in a team environment and meet project deliverables and deadlines
• Working knowledge and experience with hardware and peripheral troubleshooting/support, service delivery systems, remote user networking (e.g., TCP, IP, etc.), and operating system support
• Intermediate knowledge of LAN/WAN environments and telecommunications.
• Intermediate knowledge of Microsoft Active Directory and Exchange.
• Intermediate knowledge of remote access tools (Logmein, Dameware).
• Use/Knowledge of Microsoft Office applications.
• Very strong interpersonal/customer service skills with the ability to effectively communicate while maintaining positive relationships in person and especially over the phone with stores.
• Must be detail oriented and able to coordinate and manage multiple tasks.
• Effective problem-solving, analytical skills, investigative, organizational and project management skills
• Effective written, verbal communication and presentation skills with an ability to express complex technical concepts in business terms across all levels of the business
• Ability to multi-task and understand prioritization of deliverables.
• Ability to collaborate within a team across all business units while supporting the overall organization’s needs (Merchandising, Operations, Finance, Human Resources, and Distribution)
• Ability to apply expertise to everyday business/process issues with minimal direction while prioritizing effectively
• Ability to perform a wide variety of tasks to break down complex processes into simpler parts for analysis and improvement
• Minimum of 2 years relevant retail experience a huge plus
• Experience using Service Desk Ticketing Systems a plus
• Intermediate technical certifications a plus