IT Support

• Support and maintain in-house computer systems, desktops, POS, and peripherals
• Install, diagnose, repair, maintain, and upgrade hardware and equipment
• Troubleshoot problem areas accurately and in a timely manner
• Provide end-user training and assistance
• Own assigned problems through final resolution
• Install, configure, test, maintain, monitor, and troubleshoot workstation hardware, networked peripheral devices, and networking hardware and software
• Ensure confidentiality and security of individual and company information
• Log activity in the IT ticketing system, track and close assigned tickets, and document hardware failures, repairs, installations, and removals
• Support new computer projects, hardware installations, lifecycle management, and implementation of new stores
• Research computer products and evaluate and recommend hardware for purchase
• Identify and deliver required PC service levels with end users
• Train and support end users and staff on computer operation
• Perform on-site analysis, diagnosis, and resolution of complex PC problems, implementing corrective hardware solutions and arranging off-site repair as needed
• Respond to incoming calls, pages, and emails regarding IT problems
• Maintain an inventory of IT-related assets with the Help Desk Manager
• Monitor and test PC performance and provide statistics and reports
• Construct, install, and test customized configurations across platforms and operating systems
• Liaise with third-party support and PC equipment vendors
• Comply with IT and company policies, maintain confidentiality, enforce software and hardware standards, and develop and maintain policies and procedures
• Perform other duties as assigned
• No supervisory responsibilities

Helpdesk Technician

• Provide ownership of assigned problems through final resolution
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware and software
• Ensure confidentiality and security of individual and company information
• Log activity in the IT ticketing system and track and close assigned tickets
• Document hardware failures, repairs, installations, and removals
• Support new computer projects, hardware installations, life-cycle management, and new-store implementations
• Research, evaluate, and recommend computer hardware products for procurement
• Identify and deliver required PC service levels with end users
• Train and support end users and staff on computer operation
• Perform on-site analysis, diagnosis, and resolution of complex PC problems
• Recommend and implement corrective hardware solutions, including off-site repair as needed
• Respond to incoming calls, pages, and emails regarding IT problems
• Maintain an inventory of IT-related assets with the Help Desk Manager
• Monitor and test PC performance and provide statistics and reports
• Construct, install, and test customized configurations across platforms and operating systems
• Liaise with third-party support and PC equipment vendors
• Comply with IT and company policies
• Maintain confidentiality of information and data
• Enforce software and hardware standards
• Develop, implement, and maintain policies and procedures
• Perform other duties as assigned