Help Desk Associate

Citi Trends•Savannah, GA

About The Position

CITITRENDS is seeking a Help Desk Associate to support and maintain computer systems and software used in stores and their processes. Systems include Point of Sale, Merchandise Management, networking and telecommunications, store security, HR systems, wireless equipment, and related software and hardware. The role also contributes to a positive work culture, employee involvement, and change management within the retail organization. The Help Desk Associate responds to calls, emails, and voicemails; troubleshoots store technology issues remotely; documents and prioritizes tickets; and follows issues through to resolution. The associate works with internal and external business partners, follows support procedures and service-level expectations, and provides professional, timely, and effective support. The position requires availability seven days a week for shifts scheduled between 8:00 a.m. and 10:00 p.m. Eastern Time. Work involves regularly sitting, frequent hand use, and clear speaking and hearing. Occasional lifting or moving of up to 25 pounds may be required.

Requirements

Availability seven days a week for shifts ranging from 8:00 a.m. to 10:00 p.m. Eastern Time.
Superior communication skills.
Working knowledge of Microsoft Office and Windows.
Ability to learn new technology quickly and thoroughly.
Ability to work through roadblocks and achieve 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.
Experience troubleshooting hardware and software issues with remote users.
Ability to sit regularly and use hands frequently to handle or feel objects.
Ability to speak and hear clearly.
Ability to occasionally lift or move up to 25 pounds.
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.

Responsibilities

Report to work as scheduled and on time.
Coordinate and communicate effectively with team members.
Complete assigned tasks efficiently, accurately, and on time.
Respond professionally and promptly to requests from internal and external partners.
Answer calls and troubleshoot store software and hardware problems over the phone.
Analyze issues and log them in the ticketing system, assigning appropriate priorities and escalating when needed.
Remotely troubleshoot hardware, software, database, networking, wireless, and telecommunications issues.
Take ownership of issues and use available resources to drive them to resolution.
Provide fair, professional, caring, prompt, and effective support as a team member.
Consider the impact of support actions on stores and customers.
Develop knowledge of the working environment to improve support.
Meet or exceed expectations documented in the Service Level Agreement.
Follow procedures in the Operations Manual and other provided documentation.
Escalate issues according to the documented IS Escalation Procedure.
Prioritize queued calls and follow up according to ticket severity.
Open or update a ticket for every incoming or outgoing call, email, and voicemail.
Document detailed information and troubleshooting steps for every ticket.
Determine and assign the appropriate problem type to each ticket.
Monitor and update open or existing tickets.
Regularly check and respond to emails from business partners.
Perform other duties as assigned.