Helpdesk Analyst I

US-AL-BIRMINGHAM
Category
Information Technology

Overview

The Service Desk Technician – Level 1 makes customer service a top priority by providing responsive levels of IT support for all retail locations and the corporate office. The position is the face of IT working directly with Hibbett Sports retail locations and corporate users providing first call resolution.

 

Responsibilities

  • Provides timely and professional support via incident ticket submissions, emails, and/or phone calls.
  • Provides training of end-users on the use of personal computer hardware and software.
  • Provides IT support of POS systems, tablets, printers, VeriFone pin pads, bar code scanners, network equipment such as Fortinet firewall devices, cisco switches, and network connectivity equipment.
  • Document in details of all incidents, problems and outages, with work arounds and or resolution steps via Hibbett’s ticketing system
  • Provides follow up for any unresolved helpdesk tickets, regardless of the assignment.
  • Makes great customer service a requirement in all aspects of duties, including communicating technical information to non-technical personnel.
  • Maintains confidentiality of company, employee, client, and vendor information.
  • Reacts productively to change.
  • Performs other duties as assigned.
  • Assist in new store setups
  • Manage, repair and track POS equipment.
  • Contribute to technical knowledge based articles.
  • Identify trends that impact store operations and make recommendations for remediation.
  • Assists in the development of database scripts to address POS Incidents and problems.

Qualifications

  • Associate's Degree or Higher preferred and at least 4 years of experience in an IT customer-facing and/or technical support role OR a High School Diploma / GED and at least 5 years of experience in an IT customer-facing and/or technical support role.
  • At least 2 years of experience solving technical problems.
  • At least 2 years of experience defining and resolving desktop hardware and/ or software issues.
  • Experience coordinating service requests with appropriate IT team.
  • Experience following processes and recommending improvements.
  • Experience translating technical terms to non-technical users.
  • Experience working as part of a cross-functional technical team
  • Experience solving technical problems.
  • Knowledge of remote control software, such as RDP.
  • Experience recommending improvements.
  • Knowledge of various software, such as Win 7 embedded POS, Win 10 desktop OS, MSOffice Suite - Word, Excel, PowerPoint, Internet Explorer, TCP/IP.

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