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Desktop Support Tech - Atlanta at Aamazing IT

Desktop Support Tech - Atlanta

Aamazing IT Atlanta, GA Full-Time

Location: 2849 Paces Ferry Rd SE, Atlanta GA

REQUIRED- candidates without Micro POS experience will be rejected- please review job description in attachment. Please highlight this experience in submittal/resume/comments! Micro POS experience at least two years** Must Have Helpdesk Level III experience at least five years** Must Have ServiceNow experience at least two years** Must have • Expected conversion rate $28 -30/hr Work shift 8am - 5:00pm(Flex hours) • Full time hours or part time hours? Full-time • Worksite Zip Code: 30339 • How soon will candidate review and interviews start? ASAP • Expected start date of: 9/19/2022 Do you have upcoming vacations or time out of the office? No

Job Description:
Under the direct supervision of the IT Service Operations Manager, the Store Support Analyst is responsible
for assisting in overseeing third level technical support services provided to users of Paradies Lagardere
Point of Sale Applications, Payment Solutions, Central SystemsSystems, and related interfaces. This
position has a strong emphasis on advanced Incident Management and Problem Management as core
deliverables. Candidate should demonstrate a high sense of self-motivation, this individual must display
superior problem management, root cause analysis, and issue resolution skills. The ability to clearly
communicate with other support groups, development, product, IT leadership, external providers, and
business contacts to resolve customer issues is also essential.
RESPONSIBILITIES:
Operational
Collaborates with first- and second-level Information Technology support organizations, external
vendorsvendors, and business unit teams to resolve critical or more complex problems in a timely
manner.
Provides on- call consultation as needed. Facilitates training, support and guidance to Field End-
Users and Outsourced Help Desk partners by ensuring development and distribution of
documentation within both areas.
Help drive technical support projects and participates on cross-functional systems development
project teams as needed.
Monitors status of open trouble tickets to ensure that service level agreements and timelines are
being met and follows up with vendor management as needed. Ensures that retail system and
application problems and resolutions are logged, monitoredmonitored, and tracked through
Service Now
Mentors, coachescoaches, and helps with training lower support tiers.
Resolves a wide range of application and hardware problems in support of new systems and
technologies implemented by the development team. Acts as a senior technical expert within the
group and subject matter expert for the Retail Business Systems department.
Collaborates with partners providing advanced technical support, problem analysis and resolution
for users of retail computer systems and applications in domestic store locations, in response to
issues escalated by the Outsourced Help Desk and other support groups. Supervises vendors as
needed to expedite repairs to hardware and wiring
Incident Management
Promptly assess, triage, and respond to issues escalated from other support areas.
Proactively manage escalated incidents through resolution and/or de-escalation to lower support
levels, and communicate with other IT groups as appropriate to assure issue resolution
Communicate with customers regarding responses to escalated issues.
Act as a customer advocate to address concerns and resolve issues with due urgency and priority.
Assure and validate all incidents received or created are properly logged and fully documented.
De-escalate client issues/concerns and ensure a positive customer experience.
Communicate with lower support levels on issue isolation/resolution steps and techniques to
improve first response capabilities.
Follows Incident, Problem, Crisis, and Knowledge Management policies and procedures as
documented.
Responsible for content development that will support operations knowledge base
Adheres to the established attendance and schedule policies.
Enter and follow up with development and other IT groups on software defects and other
advanced issues relating to open problems.
Assist with assimilating new technical areas designated for operational support.
Participates in established projects as assigned

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