• Helpdesk Analyst I

    Job Locations US-AL-BIRMINGHAM
    Category
    Information Technology
  • Overview

    Responds to inquiries and requests for assistance with the organization's computer systems including PC's, Point-Of-Sale (POS) systems, and other company supported technology. Provides front line support and troubleshooting.  Logs incoming support issues and coordinates with support staff to address issues.  This position requires the ability to provide training to the end user, and the ability to prepare documentation to assist the end user.  This position also requires the ability to provide initial support and troubleshooting, data collection for issue escalation, and the ability to install systems and updates.  Responsible for administrative activities such as asset management, purchasing, and monitoring.

     

     

    Responsibilities

    • Typically via phone or walk-ups - provide support, troubleshooting, set-up of connectivity between and within systems, components and applications
    • Assist in new store set-up and coordination activities
    • Participates in an on-call rotation of after-hours support
    • Respond to all types of inquiries for support, new installations, troubleshooting, and escalate when required
    • Provides problem resolution with users, walk the user through a series of steps to determine problem and classify level, priority and nature of problem
    • Document work activities in a ticketing system
    • Identify trends impacting operations and make recommendations for remediation
    • Manage repair and tracking of POS equipment, purchasing and reporting
    • Contribute technical solutions to knowledge base
    • Assist in development of database scripts to address POS issues
    • Manage distribution of updates to POS software
    • Replaces defective or inadequate software packages
    • Assist in testing activities for POS systems

    Qualifications

    4 Yr. College Degree Preferred or significant business systems Experience. 3+ Years’ Experience in IT Business Systems or business area expertise. Skilled in problem solving, process definition, taking initiative, analytical skills.

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