Service Desk Analyst II – Retail Job 2024 Part Time

The Service Desk Analyst II – Retail is responsible for level 2 support of HFT store hardware and desktop applications, including remote support and system administration. The candidate will assist with the installation, configuration, troubleshooting, maintenance, and support of desktops, printers, and mobile devices per company standards. The position also requires assisting with the installation and troubleshooting of telecommunications (VoIP, telephone lines, paging, and local data circuit connectivity).

Duties and Responsibilities

• Perform remote troubleshooting for Harbor Freight Tools store locations
• Remote installation, configuration, and troubleshooting of:
• Desktop hardware, including attached peripheral devices
• Point of sale (POS) systems, including attached peripheral devices
• Backoffice printers/copiers
• Supported store mobile devices
• VoIP system and handsets
• Wireless connectivity
• Network equipment including local firewall
• Determine the best solution based on the issue and details provided by stores
• Work with remote employees on the problem-solving process over the phone, e-mail and ticketing system
• Use HFT-approved tools for troubleshooting, configuration, deployment and monitoring
• Escalate unresolved issues to level 3 support personnel
• Log calls/incidents/outages in HFT systems and resolve issues within department SLAs
• Assist with training new team members on HFT technology, desktop and office systems
• Write and maintain system knowledgebase for future system problems and resolutions
• Work collaboratively with other IT teams to ensure connectivity and compatibility between systems
• Additional Duties may be assigned by management
• Regular Attendance is an essential of the job.

Scope

• Staff supervision and development: No
• Decision making:
  • Draft policy documents and resolve problems
  • Provide data for decision support
  • Provide consultation or expert advice

Education and Experience
Education Requirements

• High school diploma or equivalent
• Preferred-College degree and/or certifications related to Information Technology

Years of Experience

• 1 + years of IT Help Desk experience or equivalent
• 1 + years of experience in a ticketing system

Skills

• Preferred Retail Point of Sale systems usage
• Preferred Retail or IT support of multi-location experience would be a huge plus
• Preferred 2 + years of IT Help Desk experience
• Skills (Required) – Have a solid understanding of commonly used best practices and related support of computer systems, mobile devices, printers, and other technology-based products
• Experience with email systems and understanding of Active Directory & Network troubleshooting is required.
• Must be able to read event logs and make determinations and recommendations based on log contents
• Must be able to communicate with non-technical users and write user-friendly instructions
• Must be able to work effectively in a remote team environment
• Have strong time management and ability to multi-task
• Have strong customer service and active listening skills
• Available to work early mornings, late evenings, weekends, and holidays as required
• Skills (Preferred / Desired) – Proficient with Aptos POS, Kronos, Active Directory, Windows OS, and M365 applications
• Knowledge of Windows Server and MS SQL
• Familiarity with Fresh Desk, Fresh Service, and Ring Central Call Center applications

Physical Requirements
Corporate – Remote – General office environment requiring ability to:

• Stand, walk, sit for extended periods of time .
• Speak and listen to others in person and over the phone and video conferencing.
• Use keyboard and read from computer screen and reports.
• The ability to lift up to 15 lbs.

Safety
Must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.

We’re a 45 year-old, $8 billion national tool retailer with the energy, enthusiasm, and growth potential of a start-up. We have over 1,500 stores in 48 states across the country and are opening several new locations every week. We offer our customers more than 7,000 tools and accessories, from hand tools and generators to air and power tools, from shop equipment to automotive tools. We provide our customers with the right tool for the right job at the right price, always delivering quality and value.

The anticipated range for this position is $22.45 – $33.70 per hour depending on location, knowledge, skills, education and experience. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as early access to pay, medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.