Help Desk Support

Farmers Home Furniture; Dublin (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Farmers Home Furniture is seeking an IT Help Desk specialist to provide first-line information systems support for the POS system. You will assist store employees with issues related to accounts and operating procedures, and route hardware concerns to the right team.

Responsibilities include handling calls and emails, logging tickets, guiding users through diagnostic steps, updating procedures, and maintaining system documentation to support daily operations.

Qualifications

• Vocational/Technical degree with training in computer systems and software.
• One year of clerical experience in customer service or Help Desk.
• Equivalent combination of education and experience acceptable.

Responsibilities

• Receives and resolves store employees' questions about the POS system and store accounts.
• Logs all incoming calls/emails into the Help Desk system and creates tickets.
• Diagnoses issues and guides users through resolution steps.
• Escalates problems to appropriate personnel and documents procedures.
• Maintains documentation of system activities and procedures.

Skills

Help Desk

Customer service

Communication

Problem solving

Technical support

Education

Vocational/Technical degree in computer systems and software

Tools

Help Desk software

Job description

Description

The purpose of this classification is to provide first line information systems support for users of the Farmers Home Furniture Point of Sale system, to assist with any problems or questions encountered with daily Farmers Home Furniture Point of Sale system operation relating to store accounts or other operating procedure issues, and to direct calls to appropriate personnel for hardware matters.

Description

The purpose of this classification is to provide first line information systems support for users of the Farmers Home Furniture Point of Sale system, to assist with any problems or questions encountered with daily Farmers Home Furniture Point of Sale system operation relating to store accounts or other operating procedure issues, and to direct calls to appropriate personnel for hardware matters.

Essential Functions

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Receives telephone calls and emails from store employees having problems using or inquiring how to use the Farmers Home Furniture Point of Sale system as it relates to store accounts; logs all incoming calls and emails into system Help Desk program by creating tickets.
• Talks to user to understand procedures followed and source of error; keys each problem/incident into the Help Desk program for tracking purposes; alerts supervisor of common/recurring problems.
• Investigates and helps store employees resolve account problems relating to computer system; will routinely consult with co-workers to research problems and find solutions.
• Asks user with problem to participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions.
• Answers questions, applying knowledge of computer software and procedures; refers issues to appropriate personnel as may be required.
• Updates store personnel on new procedures relating to the Farmers Home Furniture Point of Sale system and transaction corrections.
• Monitors exception reports and other daily reports that may be assigned; executes appropriate processes and/or makes corrections as needed.
• Assists the Help Desk Supervisor to maintain documentation of system activities, operations, modifications, maintenance, and other activities following prescribed methods and procedures; distributes documentation or maintains records as appropriate.
• Maintains an awareness of new products, trends, and advances in the profession; attends training and webinars as may be directed by supervisor.
• Prepares and/or receives various forms, reports, correspondence, purchase requests, drawings, registration forms, or other documents; reviews, completes, processes, forwards, maintains, and/or takes other action as appropriate.
• Operates a personal computer, calculator, telephone, copy and facsimile machines, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.
• Upholds and promotes our H.O.M.E. values: Helping others, developing Ordinary people to do extraordinary things, being a Motivated owner that cares, and Ensuring that excellence is a habit personally and for those entrusted to them to lead.

Additional Functions

• Corrects problems from various other reports as assigned by supervisor; works in coordination with co-workers to complete all daily exception reports and processes.
• Substitutes for co-workers in temporary absence of same.
• Assist or work in conjunction with the Application Support Administrator to test new features and/or new builds of the Celerant computer system, researching or identifying any current or potential issues within the system.
• Performs other related duties as required.

Requirements

MINIMUM QUALIFICATIONS

Vocational/Technical degree with training emphasis in computer systems and software, Help Desk Support, or customer service; one (1) year of clerical experience in customer service, general office, or Help Desk environment developing social skills and computer knowledge; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

PERFORMANCE APTITUDES

Data Utilization

Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction

Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization

Requires the ability to operate and control the actions of equipment, machinery, tools and/or materials requiring complex and rapid adjustments.

Verbal Aptitude

Requires the ability to utilize a wide variety of reference and descriptive data and information.

Mathematical Aptitude

Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning

Requires the ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.

Situational Reasoning

Requires the ability to exercise judgment, decisiveness and creativity in situations involving a variety of generally pre-defined duties which are often characterized by frequent change.

Farmers Furniture is an Equal Opportunity Employer.

The Company is committed to maintaining an environment free of harassment and discrimination.

ADA COMPLIANCE

Physical Ability

Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements

Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors

Essential functions are regularly performed without exposure to adverse environmental conditions.

Farmers Furniture is an Equal Opportunity Employer.

In compliance with the Americans with Disabilities Act, Farmers Furniture will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.