Help Desk Support Job in Rocklin, CA
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About The Position
The HelpDesk Support position at our global retail client in Rocklin, CA, is a critical role responsible for providing second-level support for retail IT systems. This position requires a strong technical background, particularly in both Windows and Linux environments, as well as the ability to diagnose and resolve system health issues effectively. The ideal candidate will have experience troubleshooting remote systems at scale and will be familiar with incident management systems and issue documentation. The role involves not only technical troubleshooting but also effective communication with IT leadership and key stakeholders regarding business-critical issues impacting stores. As a Store Second Level Associate, you will be tasked with troubleshooting technical issues at the application level, classifying problems, and providing detailed problem definitions. You will be responsible for maintaining the Stores Second Level ticket queue, ensuring that all problem tickets are resolved within the service level agreement (SLA). This includes performing methodical problem investigation techniques such as in-depth problem analysis, impact assessment, and root cause analysis. You will also need to effectively communicate the status of issues and workarounds to relevant parties, collaborating with third-level engineering and development teams as necessary to drive solutions. In addition to troubleshooting, you will be expected to independently research and analyze technical solutions, write comprehensive bug defect reports, and perform trending and cost analysis to proactively identify and resolve issues before they escalate. Participation in projects and special assignments, as well as creating documentation and training for first-level support, will also be part of your responsibilities. The role may require travel for technical assistance on field issues and participation in an on-call rotation to provide support outside of regular office hours.
