Point-of-Sale Service Desk Technician (Temporary-to-Hire)
Point-of-Sale Service Desk Technician (Temporary-to-Hire)
Genesco
Nashville, TN
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The Ideal Candidate
Provide world class service to Genesco’s end users with all aspects of technical support so that business tasks can be accomplished. The Service Desk is the first point of contact when issues arise.
How You Will Make An Impact
Provide world class service to Genesco’s end users with all aspects of technical support so that business tasks can be accomplished. The Service Desk is the first point of contact when issues arise.
How You Will Make An Impact
- Provide first level hardware/software support to Genesco’s retail store locations so that end users can accomplish business tasks.
- Field incoming requests to the Store Support Center via telephone and email to ensure courteous, timely and effective resolution of store issues.
- Troubleshoot and escalate issues to second level support if unable to resolve.
- Configure, deploy, support, and troubleshoot endpoint user devices.
- Utilize ITSM tools to enter, triage and work tickets in a timely manner and ensure compliance with customer SLAs and organizational policies.
- Assist the team with updating and maintaining accurate end-user information and support documentation.
- Perform other duties as assigned.
- Associate degree in Computer Science, Information Systems or related field; or equivalent combination of education and experience.
- 0-2 years of experience providing technical support.
- Ability to provide remote support to users, either through phone or remote desktop tools.
- Willingness to work a flexible schedule.
- Previous service desk experience.
- Retail store support experience.
- Knowledge of Oracle/Micros POS Software.
- Experience with Linux operating systems.
- Familiarity with Apple iOS and Android devices operating systems.
- Familiarity with ticketing systems for tracking and managing user requests.
- Understanding of service level agreements (SLAs) and the importance of timely issue resolution.
- Knowledge of basic computer hardware and peripherals.
- Basic documentation skills to record troubleshooting steps and solutions for future reference.
- Demonstrated experience working with Microsoft Office products.
- Strong written and verbal communication skills.
- Ability to troubleshoot and resolve issues using critical thinking skills.
- Must be well-organized, efficient, detail-oriented, and able to work independently and as a member of a team.
- Must possess excellent collaborative and interpersonal skills.
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Seniority level
Entry level -
Employment type
Full-time -
Job function
Information Technology -
Industries
Manufacturing, Retail, and Retail Apparel and Fashion
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