Help Desk Analyst Level 1
Job Title: Help Desk Support Technician Location: Northern, NJ Job Type: Contract (3 months) Overview: This position provides IT technical support of new or updated retail hardware and software technology. This position will also provide guidance and support services to employees and store associates. Candidates must be willing to work off-hours if needed and provide support for a wide variety of technologies. RESPONSIBILITIES: Support Technicians must be technical and comfortable handling various operating systems (Windows, OS X, and Android). PC, Laptops, Mobile devices. Retail devices including EMVs, mPOS, clienteling apps (Clientbook/Tulip) is a plus. Support Technician will: Becoming familiar with the newer retail hardware/software Be a remote point-of-contact for all end users (employee/retail support) via telephone and our ticketing system Apply diagnostic techniques to identify problems, investigate causes, and work towards resolutions. Maintain current knowledge of relevant technologies Document resolutions and maintain knowledgebase/manual for the help desk team Perform root cause analysis and resolution as required. Provide general technical advice/training to employees/associates Properly set resolution expectations and provide status reporting to any party as required. Work with other technical teams to resolve and/or escalate issues. Provide high level of service in all customer interactions. Build rapport with end users and co-workers. Participate in special projects as required Be willing to work off-hours EDUCATION & PRIOR EXPERIENCE NEEDED: The Senior Support Technician must have prior experience working in a support or helpdesk role, and they must have a thorough understanding of relevant technology concepts. Bachelor's Degree and/or applicable technical experience desired Demonstrated experience with Windows operating systems/OS X and Office 365 Excellent understanding of Networking Technologies, TCP/IP, VPN, DNS, DHCP, FTP and SMTP Familiarity with supporting a retail environment Strong customer service, prioritization, multitasking, and communication skills 1-3 years working in a Support/Service/Help desk role Strong technical knowledge across a variety of systems Experience with support of local and networked printers Knowledge of LAN/WAN and mobile computing environments Knowledge of Microsoft Active Directory and Exchange Experience using helpdesk ticketing systems All offers of employment at TechLink, Inc. are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates. Background checks will include: Social Security Verification, Prior Employment Verification, Professional References, Educational Verification, Criminal History, Motor Vehicle Records and e-verify.
Website : http://www.techlink-nd.com
TechLink is known as a data center that provides exceptional, quality driven and timely data processing and customer service solutions. Formed in 1997, TechLink has diversified its operations in support of data processing and telemarketing current service contracts. With almost ten years of contract management experience, TechLink is poised for additional growth as a data center and teleservice call center.