IT Service Desk Support - Gardena, United States - WSS / Eurostar, Inc.
Description
ABOUT WSS:
Make sure to apply with all the requested information, as laid out in the job overview below.
WSS has been the leading retailer of footwear, apparel, and accessories since its establishment in 1984. With over 100 stores nationwide, WSS offers thousands of styles from top-name brands, delivering exceptional customer service and setting the standard for value and style in the "Best Neighborhood Store" concept. In 2021, Foot Locker, Inc. successfully completed its acquisition of WSS. As a prominent retailer of athletic shoes and apparel, Foot Locker's acquisition of WSS enables the expansion of its presence into the casual footwear market. WSS is committed to becoming the ultimate Neighborhood Store, fostering authentic connections with local communities, and providing unparalleled service and value to Hispanic communities across the country. To learn more, please visit
Position Overview:
WSS is currently hiring for an entry level Service Desk Tech, who will provide technical support for all services delivered within the Information Technology organization. Provide level 1 technical and application level service, which may include: desk-side services for basic office applications, printing, store point of sale application support and logging / distributing other corporate system defects and/or requests. The IT Support Specialist will work in partnership with others throughout the IT organization to influence a positive outcome.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Respond to customer phone calls through Talk Desk and emails within the stated Service Level Expectations. Provide the appropriate response with a positive, professional and friendly approach.
• Identifies, diagnoses, and resolves problems with POS, credit card terminals, laptop hardware and tablets.
•Understand the business needs in order to deliver the most effective and efficient services possible.
•Log and manage every ticket in the Solarwinds ticketing system accurately. Complete the ticket thoroughly; ensure that an appropriate knowledge base entry is made throughout the lifecycle of the ticket for future reference in collaboration with other IT team members.
•Deliver effective and efficient solutions and services for every ticket assigned to ensure sustainable results. Ensure root cause analysis is performed properly so that reported defects are resolved permanently, maintaining a high level of standards.
•Collaborate within the IT organization while building productive relationships to ensure compliance with the Service Level Expectations with a professional and positive approach in order to gain the most effective outcome. Work with the IT Management Team when issues need to be escalated, in an appropriate manner.
•Adhere to the technical support service oriented 'best practice' processes, such as but not limited to: Ticket Management, Communication Processes, Knowledgebase Management, Purchasing and provisioning. Make suggestions and continuously look to improve the efficiency and effectiveness of internal IT processes that will contribute to achieving a world-class IT organization.
•Ensure complete business partner satisfaction with their IT services by complying with an open and honest customer satisfaction feedback mechanism, to ensure a highly responsive and quality outcome, and achieve total success.
•Contribute to the IT Service team by learning new support services, while advancing and developing new skills; take on additional assignments upon request.
• The use of Mobile Device Management (MDM) system, and custom configuration profiles for iOS and Android devices.
• Deploy and configure local and network printers
• Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines
• Escalates routine problems, as necessary, to appropriate resource (e.g., support team or vendor).
•Password resetting in UKG & ADP time keeping systems
•Aptos POS experience a plus
•CompTIA A+ certification preferred
•Ability to diagnose and resolve a variety of technical issues
•Basic to Average understanding troubleshooting computer hardware/software
Team-oriented mindset with an openness to constructive feedback
•Eagerness to learn new technologies and systems
•Experience working as an IT help desk technician or in a similar customer support role
Please note: Candidates must be based in the Los Angeles or surrounding areas. Required in-office days are Tuesday, Wednesday, and Thursdays every week. Compensation: $22.00/hour
EDUCATION and/or EXPERIENCE REQUIREMENTS:
High School diploma, General Education Degree or equivalent
•Work experience in a customer service environment
• Experience with ticketing software and remote tool a plus
• Ability to work independently or in a team environment
• Strong communication skills; both written and verbal
• Highly organized to keep Help desk tickets and emails in order
• Detail oriented in order to keep detailed notes on tickets
WSS is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. WSS is committed to a diverse and inclusive work environment.