POS Help Desk Analyst | Level 1-2 IT Support

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

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.