Help Desk Support Specialist

Milestone Technologies, Inc.; Los Angeles (CA); On-site; USD 24,796 - 28,929; Full time

Job summary

A leading tech support firm is looking for a Level 1 Service Desk Analyst to provide remote assistance for Aptos retail POS systems. The role requires excellent customer service skills and the ability to manage high-volume calls. Key responsibilities include tracking incidents and resolving technical issues for retail devices. Candidates should have an AS degree and 2 years of relevant experience. The remote schedule is Sunday through Thursday.

Qualifications

• 2 years of Service Desk or Desktop Support experience required.
• Experience with Aptos retail point of sale system preferred.
• Ability to work independently and in a group environment.

Responsibilities

• Respond to telephone, email, and Service Now requests.
• Create and track incidents and requests to ensure timely resolution.
• Support Aptos retail POS system and Retail Devices.

Skills

Customer service

Communication skills

Networking understanding

Aptos retail point of sale system

Windows 10 proficiency

Mac OSX proficiency

Active Directory management

Quick learning ability

Education

AS degree or higher

Tools

Service Now

Job description

Overview

POS (Point of Sale) experience is required for this role. Remote support – Schedule is 7 a.m. to 4 p.m. Sunday through Thursday, supporting PST standard time. Level 1 Service Desk Analyst. Pay rate: $18 - $21 per hour (W2). This is not a Senior role.

Sunday – Thursday, 7 a.m. to 4 p.m. PST. Must be comfortable with a high-volume desk (60+ calls/day).

Responsibilities

• Respond to telephone, email, and Service Now requests.
• Create and track incidents and requests to ensure timely resolution.
• Escalate issues to the appropriate group.
• Support Aptos retail POS system and Retail Devices.
• Resolve everyday problems such as username/password issues, menu navigation, hardware/software verification, installation issues, and setup.
• Operate as Level 1 support by following standard operating procedures through knowledge bases; forward incidents/requests to Level 2 when no solution is available.

Qualifications & Requirements

• Experience with Aptos retail point of sale system.
• Must have the ability to focus and make quick, sound decisions.
• Must be able to work independently and/or in a group environment.
• Must be a quick learner by documenting and taking notes.
• Must be organized and detail-oriented.
• Work on a rotational after-hours on-call schedule.
• Available on the weekends.
• Must possess top-notch customer service.
• Excellent communication skills, strong work ethic, punctuality, reliability, and desire to excel.
• Solid understanding of networking.
• Proficiency with Windows 10 and Mac OSX.
• Experience managing accounts in Active Directory.
• Service Now is not required, but some ticketing experience is required.

Education & Experience

• AS degree or higher or proven years of experience.
• 2 years of Service Desk or Desktop Support experience.

Compensation & Benefits

The estimated pay range for this position is USD $18.00/hr - USD $21.00/hr. Exact compensation and offers of employment depend on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.