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Help Desk Support Technician
Ref No.: 18-00249
Location: Jersey City, New Jersey
Position Type:Contract
Experience Level: 2 Years
Start Date: 06/11/2018
Job Title: Help Desk Support Technician
Location: Northern, NJ
Job Type: Contract
Duration: 3 months
Contact Info: Janine Kramer - jkramer@techlink.com - 201-786-2427

Overview:
  • This position provides IT technical support of new or updated retail hardware and software technology.
  • This position will also provide guidance and support services to employees and store associates.
  • Candidates must be willing to work off-hours if needed and provide support for a wide variety of technologies.
RESPONSIBILITIES:
  • Support Technicians must be technical and comfortable handling various operating systems (Windows, OS X, and Android), as well as a full range of retail devices including EMVs, mPOS, clienteling apps (Clientbook/Tulip) and mobile devices.
Support Technician will:
  • Becoming familiar with the newer retail hardware/software
  • Be a remote point-of-contact for all end users (employee/retail support) via telephone and our ticketing system
  • Apply diagnostic techniques to identify problems, investigate causes, and work towards resolutions.
  • Maintain current knowledge of relevant technologies
  • Document resolutions and maintain knowledgebase/manual for the help desk team
  • Perform root cause analysis and resolution as required.
  • Provide general technical advice/training to employees/associates
  • Properly set resolution expectations and provide status reporting to any party as required.
  • Work with other technical teams to resolve and/or escalate issues.
  • Provide high level of service in all customer interactions.
  • Build rapport with end users and co-workers.
  • Participate in special projects as required
  • Be willing to work off-hours
EDUCATION & PRIOR EXPERIENCE NEEDED:
  • The Senior Support Technician must have prior experience working in a support or helpdesk role, and they must have a thorough understanding of relevant technology concepts.
  • Bachelor's Degree and/or applicable technical experience desired
  • Demonstrated experience with Windows operating systems/OS X and Office 365
  • Excellent understanding of Networking Technologies, TCP/IP, VPN, DNS, DHCP, FTP and SMTP
  • Familiarity with supporting a retail environment
  • Strong customer service, prioritization, multitasking, and communication skills
  • 1-3 years working in a Support/Service/Help desk role
  • Strong technical knowledge across a variety of systems
  • Experience with support of local and networked printers
  • Knowledge of LAN/WAN and mobile computing environments
  • Knowledge of Microsoft Active Directory and Exchange
  • Experience using helpdesk ticketing systems
All offers of employment at TechLink, Inc. are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates.
Background checks will include: Social Security Verification, Prior Employment Verification, Professional References, Educational Verification, Criminal History, Motor Vehicle Records and e-verify.