Helpdesk Analyst

Description:The Analyst, Helpdesk provides support to user community on hardware, software, and procedure-related problems, questions, and use. Provides front line support and troubleshooting. ESSENTIAL DUTIES AND RESPONSIBILITIES Log incoming support issues and coordinate with staff to address issues. Document work activities in ticketing system. Contribute technical solutions to knowledge base. Assist in development of database scripts to address POS issues. Answer phones and tickets from ServiceNow to assist stores and the store support center in being able to do day to day business through technology. Install or assist service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives. Hardware and software troubleshooting, including helping stores who are completely offline to various specific programs not working correctly. Troubleshoot various hardware issues concerning POS computers, printers, scanner, pin pads, monitors, routers, modems, switches, and cabling. Instruct and guide personnel on correct procedures for certain IT processes. Instruct users in use of equipment, software, and manuals. Ship out equipment/items stores need to get their technology systems up and running. Replaces defective or inadequate software packages. Assist with various IT projects and initiatives as needed. Manage repair and tracking of POS equipment, purchasing, and reporting. Assist Helpdesk 2 analysts with various tasks. Respond to all inquiries for support, new installations, troubleshooting, and escalating issues as required. Set up for new stores by creating accounts on communications systems. Manage company assets by sending, receiving, and tracking of POS hardware movement between stores, third party distributors and distribution centers. Enter commands and observe system functions to verify correct system operations. Testing of POS Software and internal PC Software. Manage distribution of updates to POS software. Report to accounting quarterly inventory of POS equipment. Provide problem resolution with users, walk the user through a series of steps to determine the problem, classify the level, priority, and nature of the problem, and find solutions to resolve or mitigate the problem. Assist users with password resets and account setup. Assist in training new help desk staff. Assist the store support center, stores, and the warehouse with various IT issues, and direct issues to the correct department for assistance within IT. Protects the company’s assets and financial information by ensuring the accuracy and effectiveness of internal control procedures and informing management and/or appropriate officials of potential fraud risk. Participate in an on-call rotation of after hours support for POS users.Skills:Help desk, Phone support, Service desk, Customer service, Troubleshooting, Technical support, Help desk support, Servicenow, Office 365, Windows 10, Active directoryTop Skills Details:Help desk,Phone support,Service desk,Customer service,Troubleshooting,Technical support,Help desk supportAdditional Skills & Qualifications:This person must be able, willing and interested to work any time between the hours of 7am and 9pm including weekends QUALIFICATIONS 1-3 years of experience in information technology, specifically working for a helpdesk, assisting with hardware and software troubleshooting. Experience working for a retail company. Strong time management and attention to detail skills.Experience Level:Entry LevelAbout TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.