Help Desk Technician

TacoCabana • Hill Country Village, TX

298d

About The Position

The Tier 1 Technical Support Technician receives calls and emails from customers concerning problems with various hardware and Xpient Software systems. Each call and email received will have a case opened, be documented in our call tracking system, and quality service offered on every action taken within established parameters. The CST is responsible for resolving all issues presented in a 'first call resolution strategy' and escalating Severity 1 issues as necessary. We promote a team environment and have built a culture around open communication, knowledge transfer, and continued education about our products as well as other types of technology.

Requirements

• High School diploma or equivalent
• Minimum 1 year Technical Support experience
• Minimum 1 year of help desk operations experience
• Demonstrated customer-focused, service-first attitude
• Basic understanding of SQL
• Strong time management skills
• Demonstrated written & verbal communication skills
• Dependable, punctual, and reliable

Nice To Haves

• 2 to 4 year degree or equivalent
• Minimum 2 years utilizing and/or supporting a Point of Sale Software Package
• Networking topologies experience
• Experience with firewalls, routers and VPN technology
• Familiarity with Xpient

Responsibilities

• Resolve Computer Support Problems
• Provide world-class service to customers in an accurate, efficient, and professional manner.
• Respond to routine and complex customer inquiries via telephone and e-mail.
• Provide assistance and advanced troubleshooting regarding service delivery, installation, outages, component level problems, and other technical issues.
• Maintain in-depth knowledge of each service offering and specialize in one or several areas of Point of Sale (POS) products.
• Conduct frequent research, exhaustive troubleshooting, and customer follow-up to ensure proper resolution.
• Document interactions with customers in the Case Management System.
• Efficiently work cases and resolve issues, escalating appropriate cases to fix customer problems in a timely manner.
• Identify trends within the solution and with clients, reporting on the trend where appropriate, and providing supporting data.
• Maintain in-depth knowledge of HD supported products and services.
• Work with the Information Technology team to identify available Help Desk training that will enhance and improve computing support delivered to customers.
• Review and update Help Desk documentation as required.
• Review and recommend modifications to procedures with Information Technology Leadership.
• Review and update knowledge base tools within the In House ticketing system.

What This Job Offers

• Industry: Food Services and Drinking Places
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees