Team Member, Help Desk

Overall Job Summary

This position is responsible for providing first line technical and non-technical support to all Tractor Supply Company Store Team Members by troubleshooting problems, and/or researching and answering questions.  This position will provide answers to Store Team Members by identifying problems, researching answers, and guiding the Team Member through corrective steps to resolve issues, or will assist with any problem or question relating to Tractor Supply. The Help Desk Team Member will partner with the appropriate team for resolution on escalations.

Essential Duties and Responsibilities (Min 5%)

• Provide first line support for all stores’ operational and procedural questions, and IT related issues by utilizing multiple applications/systems and resources.
• Diagnose problems to determine level of technical assistance required; if unable to resolve problem, escalate or assign to next level in accordance with escalation procedures
• Identify, research, troubleshoot, and resolve all Point of Sale, Inventory, Software, and Hardware related problems while navigating through various applications/systems
• Provide accurate information in a fast-paced environment while handing high volume inbound calls in a professional manner.
• Document all interactions in a contact logging system with clear and concise details
• Work and respond to tickets generated by voicemails, self-service tickets, and emails in a timely and professional manner 
• Follow-through with any research on Open and Aged Tickets to ensure complete resolution in a timely manner
• Instruct Store Team Members through installing hardware and peripherals as needed
• Assists with various other technical tasks, as required, such as: imaging computers, assisting with projects, application rollouts, and preventative maintenance
• Perform other duties as assigned by supervisor
   

Required Qualifications

Experience: 0-2 years’ experience. Customer service, retail and technical Help Desk experience preferred. Experience in Microsoft Word, Microsoft Excel, and Heat Call Logging preferred. 

Education: High school education or equivalent. College degree preferred. Any suitable combination of education and experience will be considered.
 

Preferred knowledge, skills or abilities

• Must possess excellent customer service skills
• Must demonstrate effective oral and written communications
• Must have the ability to work as a part of an Operations team focused on servicing our customers and improving the efficiency of all Operations functions as well as having the ability to work independently
• Must have the ability to handle conflict positively 
• Must have ability to work in a fast-paced environment and react to issues with a strong sense of urgency
• Must be receptive to change and can adapt to changing priorities
• Must have good interpersonal skills and teamwork awareness 
• Must demonstrate strong problem-solving skills
• Must have strong multi-tasking skills
• Must be capable of learning and using Help Desk technologies
• Must be able to work a flexible schedule, including weekends and evenings

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.