Service Desk Technician

Logistics :

The first month will consist of training, Monday through Friday, from 8 AM to 5 PM. After that, the production schedule will vary based on business needs, which may include opening or closing shifts 1-2 times per week. Hours can generally range in 8 hour shifts anywhere between 7am to

11pm. All team members are required to work at least one weekend day (Saturday or Sunday), so flexibility is essential. This client will always do their best to keep schedules consistent, weekly or monthly updates may be necessary to align with the demands of retail!

Required Skills and Experience :

Associate degree in Computer Science, Information Systems or related field; or equivalent combination of education and experience.

• 3+ years of experience providing technical support.
• Ability to provide remote support to users, either through phone or remote desktop tools.
• Willingness to work a flexible schedule.
• Knowledge of basic computer hardware and peripherals.
• Basic documentation skills to record troubleshooting steps and solutions for future reference.
• Demonstrated experience working with Microsoft Office products.

Nice to Have Skills and Experience

Familiarity with ticketing systems for tracking and managing user requests preferred

Knowledge of Oracle / Micros POS Software

Understanding of service level agreements (SLAs) and the importance of timely issue resolution preferred.

Linux experience / knowledge

Call queue / center experience Bilingual (French or Spanish)

Job Description

A client in the greater Nashville, TN area is looking for a Service Desk Tech candidate. The Service Desk Tech will provide support of POS hardware and software for this client's Retail Stores in the US. Duties include, providing call handling, developing and training staff, and assisting as needed to handle support call volumes. They will also be responsible for troubleshooting and escalating issues to POS Software Team if unable to resolve. They will monitor open issues from tracking and voice mail systems; escalate if not resolved on a timely basis an create reporting to show statistics of incoming requests, including performance stats.