FirstPRO is hiring a Help Desk Support Specialist for our customer, one of the fastest growing Retail Department Store chains in the United States. This is a hybrid, 3 month contract opportunity paying up to $20.00/hr based on experience. Hours for this role are 4:00 PM - 12:00 AM.

This provides Tier I support on a variety of issues to our customer’s end users and ensure each interaction results in a positive customer experience. Analysts will apply proven communication, technical, and problem-solving skills to provide advanced problem-solving support. Candidates will respond to a number of channels including tickets, phone calls, email, and face-to-face requests. Candidates will document, track, and monitor issues to promote a timely resolution. Support includes providing direction, coordination, follow up, installation and maintenance of hardware/software and incidents and/or problem management associated with technology implemented in our customer’s organization.

Candidates will have experience with the following:

• Provide technical assistance with a focus on phone, email, walk-up and ticketing support for a variety of requests –

o Point of Sale (POS)/Mobile POS system (frontend software and hardware)

o Network (WAN, LAN, VPN, Firewall, Wireless)

o Servers (Windows/Linux)

o Telephony (store, corporate systems, voice mail, fax, mobile device and carrier services)

o Desktop hardware/software support and troubleshooting (Printers, imaging, map drives, encryption, components)

o Application Support

• Drive down store issues and offline procedures
• Work with and escalate third party vendors (various carriers, IBM, Wincore, OKI, etc.)
• Accurately document and report problems using the ServiceNow ticket management system including but not limited to: Categorizing, prioritizing, and keeping incident status up to date as well as closure notes
• Troubleshoot supported network equipment and perform efficient resolutions to return service platforms to high stability, including cable modems,T1 and other services and technologies as needed via telephone, e-mail, web and onsite at customer locations as needed
• Assist with the monitoring, management and support of equipment and services provided to customers either directly or via third parties
• Assist with the installation, configuration and management of network equipment as assigned.
• Using pre-defined templates -- document Standard Operating Procedures (SOPs) for performing repeatable tasks, and create Knowledge Base articles that walk customers through the steps of using and configuring various technologies
• Send appropriate communications/notification to business, Shift Turnover, incident reporting, management reports
• Activity drives and analyzes the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.

Job Types: Full-time, Contract

Pay: $18.00 - $20.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift

Work Location: Hybrid remote in Burlington, NJ 08016