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The purpose of this position is to perform the day-to-day troubleshooting steps to ensure proper functionality of the stores’ POS systems. Assist business customers (store and corporate employees) via telephone, email, chat to resolve or escalate IT systems issues and problems. This includes all software, hardware and networking aspects, and meets or exceeds Level 1 1st Call Resolution Service Level Agreement. Provides support to 3rd party technicians onsite for Registers, Network, Phone Lines, and Traffic Counter test outs, etc. Provides support for New Store Openings, Remodel/Relocations, and Store Closings. Prepares miscellaneous software updates and POS ringing instructions. This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following main duties: Resolve day-to-day Level 1 IS issues reported to the Tech Desk and meet 1st Call Resolution SLA. Connect into stores and user computers for advanced investigations and troubleshooting. Provide assistance by phone, email, chat or self-service portal ticketing system. Document interactions with user including capturing details and steps performed to resolve issues within the ticketing system Perform password resets Update the internal knowledgebase with issue resolution details Configure and troubleshoot POS peripheral devices as well as local and network printers Provide assistance to improve store and corporate personnel use of Information Systems. Maintain a library of Store Systems Helpers for reference and SOX compliance. Additional duties and projects as required.
