Job Description

This is a contract to hire Retail Service Desk Technician, Operations onsite position in Louisville, KY.

No Corp to Corp, H1B Visa and no sponsorship provided- No outside vendors, please do not reach out.

This is a great opportunity for new graduates of IT or students who had internship experience or some experience in job

Shift is Tues - Saturday- 2:30pm-11:00 pm - onsite in Louisville

You will be responsible for handling day-to-day operations of all reported technical support issues by all employees. This would include but not be limited to different locations and remote users.The ideal individual will provide tier 1 and 2 technical support for all reported incidents (break fix’s) and requests (hardware, software or access). Additionally, a Retail Service Desk Technician, Operations must be able to work independently and as part of a 5-technician team. Lastly, this individual must be proficient in both Windows OS and Mac OSX, as well as all Microsoft Office applications.

This is a critical role within the organization and requires good customer service skills and prioritization skills. Success will be measured by problem-solving skills and the ability to evaluate and resolve a wide variety of reported incident types.

This position will report to the Supervisor, of Retail Service Desk Operations

Primary Responsibilities:

• Embody our culture and values through a high degree of self-accountability acting as a model for all team members both internally or externally.
• Work with cross-functional teams such to provide timely and responsible outcomes to needs and requests
• Manage ticket queues and routing tickets to the appropriate technicians for resolutions
• Provide tier 1, 2 and 3 technical support
• Troubleshoot: PC/Mac hardware, peripherals and communication devices
• Provide software support, including but not limited to, OSX, iOS, Android, Windows 10, MS Office 365, Adobe Creative Cloud JAMF, and all propriety software
• Provision and deploy: PC/Mac hardware, peripherals and communication devices
• Receive, prioritize, and resolve end user incidents in accordance of IT Service Desk SLA’s
• Logs and tracks issues using IT service management system, and maintains history records and related problem documentation
• Research and troubleshoot unfamiliar errors using an online knowledge base and other resources to effectively identify and resolve problems
• Participate in writing and organizing documentation: team documentation, end user how-to guides and other information that will be used in IT Service Desk knowledge base for future support
• Contribute in team projects and tasks
• Perform routine preventive maintenance checks
• Support special meeting events, video and teleconferences
• Keep peers / manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects
• Ensure the timely resolution or escalation of assigned service desk tickets to minimize impact to the users
• Adhere to team processes, procedures, policies and job aids

Position Requirements:

• 1-3 years of experience in corporate IT technical support role
• Ability to socially interact with Customers, Employees and Business Partners inside and outside of the business.
• Ability to work with large teams setting personal and professional goals for themselves and others.
• Great interpersonal skills, a positive attitude, and the ability to thrive in a fast-paced environment
• Have a high degree of comfort dealing with ambiguity, including the ability to take initiative when an opportunity provides itself.
• Self-motivated, a good communicator with an innate ability to bring the best out in others.
• The ability to multi-task, set priorities and work well under pressure.
• This position involves constant moving, talking, hearing, reaching, grabbing, and standing for at least two consecutive hours. May occasionally involve stooping, kneeling, crouching, and climbing ladders.
• Strong knowledge of PC and Mac hardware and software
• Working knowledge of Active Directory, Azure AD, Exchange Mailbox administration, Microsoft Office Suite, JAMF, Microsoft Teams, Sharepoint, Group Policies
• Experience with NTFS and file share permissions
• Experience with TCP/IP Suite
• Experience with AV technology
• Experience with the following Operating Systems - Windows and Mac OSX, iOS & Android
• Ability to multitask in a dynamic environment
• Experience working in a team-oriented and collaborative environment
• Willingness to work irregular and overtime hours on occasion, as needed
• Travel Required
• Excellent attitude and willingness to learn
• Excellent oral and written communication skills to explain complex technical resolutions to end users
• Strong problem-solving skills
• Lifting computers and peripherals
• Certifications are a plus: (CompTIA A+, Network +, MCSA, CCENT, ITIL)
• Prior experience client management tools are a plus: (Meraki, JAMF, Jira Service Desk, Cherwell, LogMeIn,)

· Applicants must be 18 years of age or older and fully vaccinated against COVID19.

Must pass background check.

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