STS Specialist - IT Operations

TEKsystems•Westerville, OH

2d•$20 - $22•Hybrid

About The Position

This is a phone-heavy customer service support role that requires excellent communication and interpersonal skills to provide resolutions for store hardware, software, and procedural processes. The role involves direct store support, assisting with first-tier hardware troubleshooting, and escalating issues to analysts for tier 2 services. The specialist will take necessary actions to correct or escalate emergency situations. The position requires detailed knowledge of Point of Sale (POS) hardware and software, Microsoft applications and operating systems, telecommunications hardware, wiring and services, and remote access systems. Candidates must be local to or within driving distance of Columbus, Ohio, as in-person meetings and store visits are required.

Requirements

Strong customer service, interpersonal, verbal and written communication skills.
Successful completion of service at a minimum of “Meets Expectations” in the Incident Management Coordinator position for 6– 12months.
Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in related industry.
Previous experience in a help desk environment.
Minimum 3 years experience in related field.
Basic understanding of various hardware and network configurations.
Detailed knowledge of Point of Sale hardware and software configurations.
Detailed knowledge of Microsoft applications and operating systems.
Detailed knowledge of telecommunications hardware, wiring and services.
Detailed understanding of remote access systems.
Typing speed of 50 WPM or above.

Nice To Haves

Preferred knowledge of Apple iOS and software, including handheld equipment, i.e. phones, tablets, etc.

Responsibilities

Provides resolutions for stores by isolating problems, researching solutions, and conducting them through corrective steps.
Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations.
Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process.
Investigates current system information, updates, and outages to stay current with policies and procedures.
Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations.
Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue.
Identifies and reports problem trends with GTS (Gingham Technology Services) Analysts to track and resolve current, and future problems.
Provides technical support to corporate associates via email and other means of communication.
Obtains increased understanding of POS equipment and procedural processes used by stores.