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Help Desk - POS and Retail Support


Posted: 08/19/2019 Industry: Help Desk Job Number: 10335

Job Description

Our customer is currently seeking several Help Desk professionals to join their Store Support team for a contract assignment. The ideal candidate will record incidents in our ticketing system and resolve them. Unresolved issues will be escalated to next level support teams after investigation. The Help Desk professional must maintain a respectful and positive tone with our users at all times.
Job Duties:
Meets contact center goals and service level by utilizing established service techniques
Identify and handle store phone inquiries completely and accurately
Resolve customer complaints and problems to the satisfaction of the user
First level technical support for:
o Network Operations Center stream
o Networking Center stream
o IT Support stream
o POS software and hardware issues
o Retail Laptops (Windows 7 and Windows 10)
o Retail Servers (Windows Server 2008)
o Telecom and network issues
o Incidents related to in-house applications
o Incidents related for Microsoft Office, Citrix and other applications
o iPod hardware and in house software issues
Maintain accurate user data including documentation of discussions, issues, user requests or other relevant information into Contact Center systems as required and managing/prioritizing workload
Use technology tools as directed and within established guidelines
Maintain confidentiality of the organization s user data
Participate in individual and team trainings and meetings to ensure knowledge is up-to-date
Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem
Observant in reporting unusual circumstances or possible security concerns in the field to management
Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision
Remote user administration (LANDESK)
Demonstrate excellence with listening, verbal and written communication skills
Demonstrate strong problem solving and troubleshooting skills
Working knowledge of Computers, Microsoft Outlook, Excel
Ability to navigate and multi-task
Proficient reading skills
Must have the ability to abide by all policies and procedures; specifically the attendance policy
Must know, understand and follow all Standard Operating Procedures
Working knowledge of Windows XP, Windows 7, Windows 10 or WEPOS
Experience with Epicor Retail Suite is a plus
Proficient Typing Skills
Microsoft, A+ or Cisco Certifications are a plus
Must have a sense of urgency
Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation)
Experience and Education:
Retail and/or IT Help Desk experience preferred
Technical Diploma preferred
High school diploma or a GED required
Minimum 6 months of customer service experience required


About TRC Professional Solutions

For over 10 years, professionals and employers have trusted TRC Professional Solutions with their business and careers. Year after year, Inavero s Best of Talent and Staffing awards have been presented to TRC Professional Solutions for providing superior service and results to both our clients and job seekers. We create a different experience for our candidates and clients by remaining solely focused on bringing the right talent to the right opportunity, throughout every stage of our unique recruitment process. For more information, visit:

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