Sr IT On-Site Support Technician

JOB SUMMARY

Provides remote and on-site technical support to the organization's stores and internal users with a focus on computer applications and hardware (e.g., PCs, servers, Point of Sale). Collaborates with network services, software systems engineering and/or application development to restore service and/or identify problems. Typically resolves issues referred by help desk support.

While this job description aims to provide a comprehensive overview of the role, it may not detail every task or responsibility required. All activities will be performed in support of the strategy, and vision of the organization. Key characteristics we are looking for in team members would include:

Sense of urgency -Empathy -Clear processes of attention, standards and metrics -Time management skills -Organizational, Communication and Cooperation skills -Active listening -Giving and receiving feedback and constructive criticism -Flexibility -Leadership -Change mindset

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, and other regulations, as appropriate

EDUCATION AND EXPERIENCE

· Four (4) or more years’ Experience in a related field (Required)

· Licensure or Certification Required

JOB REQUIREMENTS

· Customer Service: A customer-focused approach to ensure a positive experience for retail employees.

· Communication: Excellent verbal and written communication skills to interact effectively with staff and management.

· Collaboration: It is imperative that we have the capability to collaborate inside the organization as well as out to maintain operational standards.

· Technical Skills: Proficiency in various operating systems, software, and hardware relevant to retail environments.

· Adaptability: Ability to adapt to changing technologies and processes within the retail sector.

· Problem-Solving: Strong analytical skills to identify and resolve technical issues quickly.

· Documentation

· Ensure the correct and complete management of fixed assets of technology equipment.

Work Environment

· Remote and on-site support for retail locations, requiring travel between different stores.

· Perform Tier 1 and 2 troubleshooting for hardware and software issues with premium customer service and communication skills. Focus being on maintaining an operational standard for the retail environment.

· Work with store managers and employees as well as collaboration with other teams within the organization as well as third parties to ensure IT systems meet operational needs.

· Manage and coordinate with third parties to ensure all operational issues get resolved in a timely manner that meets SLA standards.

· Performance to be measured by SLA and KPI Metrics. The metrics to be defined by the needs of the business.

· Coordinating preventive and corrective maintenance

· Adherence to IT controls and processes

· Installation of new stores according to opening plan.

· Ensure the correct and complete installation of IT projects.

· Compliance with cultural processes and rituals.

· This person needs to be able to dig deeper into the issue at hand and resolve unique problems.

· While this job description aims to provide a comprehensive overview of the role, it may not detail every task or responsibility required.