Help Desk Associate

Citi Trends•Savannah, TN

About The Position

CITITRENDS is seeking a Help Desk Associate to support and maintain the computer systems and software used by its stores, including point-of-sale systems, merchandise management, networking and telecommunications, store security systems, HR systems, wireless equipment, and related hardware and software. The Help Desk Associate I also contributes to a positive work culture, employee involvement, and change-management efforts within the retail organization. The role responds to support requests, troubleshoots and documents issues, manages tickets through resolution, and provides timely, professional assistance to stores and other business partners. The employee follows service-level expectations, operational procedures, and escalation processes. The role requires availability seven days a week for shifts scheduled between 8 AM and 10 PM Eastern Time.

Requirements

Must be available seven days a week for shifts ranging from 8 AM to 10 PM Eastern Time.
Superior communication skills.
Working knowledge of MS Office and Windows.
Ability to learn new technology quickly and thoroughly.
Ability to work through obstacles and bring about resolution.
Advanced problem-solving and troubleshooting skills.
Self-motivated, with an interest in learning new technologies.
Ability to document and record statistics and execute tests with extreme attention to detail.
Ability to work effectively in a fast-paced environment.
Regularly sit; frequently use hands to handle or feel objects and speak and hear clearly; occasionally lift or move up to 25 pounds; required vision abilities include close vision, distance vision, and depth perception.

Nice To Haves

Experience with Windows and Mac operating systems, wireless technology, and networking basics.
Experience executing basic SQL statements.
Experience with SQL and relational database technology.
Experience with point-of-sale hardware and software.
Experience troubleshooting hardware and software issues for remote users.

Responsibilities

Report to work as scheduled and on time; coordinate and communicate effectively with team members.
Complete assigned tasks efficiently, accurately, and on time, following direction and applicable procedures.
Respond professionally and promptly to requests from internal and external partners.
Answer calls and troubleshoot store hardware and software problems over the phone, including remotely troubleshooting hardware, software, databases, networking, wireless equipment, and telecommunications.
Analyze issues and log them in the ticketing system; open or update a ticket for every incoming or outgoing call, email, and voicemail.
Assign appropriate ticket priorities and problem types, prioritize the call queue, escalate issues according to documented procedures, and follow up based on ticket severity.
Take ownership of issues and use available resources to drive them to resolution; monitor and update open tickets.
Provide fair, professional, caring, prompt, and effective support that meets or exceeds service-level expectations.
Document detailed issue information and troubleshooting steps, and record statistics and execute tests with attention to detail.
Communicate effectively with business partners and consider the impact of support actions on stores and customers.
Develop knowledge of the work environment and follow the Operations Manual and other provided documentation.
Check and respond consistently to business-partner emails.
Perform other duties as assigned.