Helpdesk Technician I
Irvine, CA

Job Description

SUMMARY:

The following is a brief description of responsibilities to be performed by the Help Desk Technician.

Job responsibilities include, but are not limited to the following:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Provide first level desktop support, phone support, remote tools, and desk-side method.
* Respond in a timely fashion to Trouble-Tickets submitted to the Call Center queue for support and ensure all trouble tickets are closed to quality standards.
* Undertake new installs of PC's, Toshiba SurePOS/HP RP9 registers, Cisco phones, and peripheral POS/office equipment.
* Work with field techs providing guidance/instruction to resolve IT related issues in retail locations.
* Undertake office moves; single units or small/medium project based.
* Undertake simple patching and networking tasks.
* Undertake fault finding on all deployed office technologies, hardware, and software.
* Undertake Windows/Mac office product configuration and fault finding.
* Undertake Windows OS/Mac iOS configuration and fault finding.
* Undertake wireless iOS devices, such as iPhones/iPads, configuration and fault finding.
* Maintain basic inventory level control, emphasizing cleanliness and organization of the storage area.
* Repair and troubleshoot damaged/returned office and POS equipment.

QUALIFICATION REQUIREMENTS:

* Ability to learn quickly and apply knowledge.
* Working knowledge of corporate retail environment.
* 1-2 years of Help Desk experience preferred.
* Must be able to fulfill all Essential Duties and Responsibilities listed above.
* Ability to reprioritize projects frequently.
* Must have ability to multitask.
* Must lead by example.
* Must be punctual and work planned schedule.
* Must maintain a clean and organized work environment at all times.
* Volunteers willingly for additional responsibilities.
* Remain open and adaptable to change and new challenges for growth.
* Evaluate current methods and suggests alternatives and/or improvement when applicable.
* Maintains exemplary degree of professionalism with all company employees.
* Ability to define problems, collect data, establish facts and use basic problem solving skills.
* Proficient in use of Excel, MS Word, and other MS Office software.
* Ability to support Mac iOS in an enterprise environment is a plus.
* Able to effectively utilize basic office and POS equipment.
* Must have and maintain a good driving record.

EDUCATION and/or EXPERIENCE:

* Bachelors Degree preferred.
* High School Diploma required.
* 1-2 years Help Desk experience preferred

LANGUAGE SKILLS:

* Excellent interpersonal skills
* Strong verbal and written communication ability
* Proficient in English

OTHER SKILLS and ABILITIES:

* Ability to remain flexible, re-prioritize, and respond to changing demands
* Able to effectively communicate with all levels of staff and management
* Independent, self-motivated team player.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Ability to sit/stand, lift and operate business equipment.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

* Typical office environment with low level noise exposure.

"Tillys will consider applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Municipal Code, Chapter XVIII, Article 9 (Los Angeles Fair Chance Initiative for Hiring (Ban the Box)."