STS Specialist - IT Operations

The role involves providing high-quality customer service support, utilizing strong interpersonal and administrative skills to ensure resolutions for store hardware, software, and procedural processes.

• Direct store support, including assisting store employees with first-tier hardware troubleshooting.
• Escalation authority to analysts for tier 2 services.
• Takes necessary action to correct or escalate emergency situations.
• Provide resolutions for stores by isolating problems, researching solutions, and conducting corrective steps.
• Document accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations.
• Utilize probing questions to detect the root cause of an issue to initiate a specific troubleshooting process.
• Investigate current system information, updates, and outages to stay current with policies and procedures.
• Maintain strong verbal communication and customer service skills under escalations of emergency and non-emergency situations.
• Execute an accurate and efficient troubleshooting process to conclude resolutions for each issue.
• Provide technical support to corporate associates via email and other means of communication.
• Obtain increased understanding of POS equipment and procedural processes used by stores.
• Successful completion of an appropriate course of study or graduation from an accredited college or trade school or equivalent experience in a related industry.
• Previous experience in a help desk environment.
• Minimum 3 years of experience in a related field.
• Basic understanding of various hardware and network configurations.
• Preferred knowledge of Apple iOS and software, including handheld equipment, i.e., phones, tablets, etc.
• Detailed knowledge of Point of Sale hardware and software configurations.
• Detailed knowledge of Microsoft applications and operating systems.
• Detailed knowledge of telecommunications hardware, wiring, and services.
• Detailed understanding of remote access systems.
• All candidates must have a typing test on their resume of 50 WPM or above.