Store Support Technician

Title:Store Support Technician

Location: Westbury United States

Job Description:

Job Summary

Being a part of the support services team, you support stores, to ensure that their equipment is always 100% functional. If there are issues with any of the equipment, whether it be the server, POS system, client terminal, tablet, scanner, printer, network equipment or phone system. You will troubleshoot, efficiently diagnose, and resolve technical issues for the stores.

The Support Technician provides first-level support for all calls and tickets coming into the Store Systems Help Desk. This position is heavy phone support, remoting into stores' equipment and ensuring that the issue is resolved in a timely manner.

To be successful in this role, continuous learning is crucial to stay current with rapidly evolving technologies and processes. You will also need to be a team player possessing excellent analytical and problem-solving skills with a strong focus on communication and customer service.

Following a successful training period (M-F 9am-5:30pm), this role will be hybrid, based in our Westbury, NY office working a shift schedule of Tue & Wed 5pm-1:30am and Thu, Fri, Sat: 2pm - 10:30pm.

An employee in this position can expect an hourly starting rate of $25.

Employment Type

Temporary

What You Do

• Troubleshoot, diagnose, and resolve technical issues from all stores.
• Ensure all activity is clearly documented in the call tracking system.
• Place and expedite service calls with our outside vendors when on-site assistance is required.
• Escalate any store issues as necessary to the proper level of support.
• Provide proper follow up of all unresolved issues regarding not only calls personally received, but any open calls in our system.
• Identify and communicate any patterns or trends of incoming calls to Help Desk Management.
• Provide technical or logistical support to any projects as assigned.
• Physically test and/or configure store equipment in the Westbury office to be shipped to the stores.
• Other projects/responsibilities as assigned.

Knowledge & Experience

• PC hardware and troubleshooting knowledge
• General knowledge of Microsoft Operating systems. (Windows 10 or higher and Windows Server 2019 operating systems)
• Strong focus on customer relationships and the ability to work and collaborate in a team environment
• Strong multi-tasking skills and a strong work ethic
• Ability to work a flexible schedule based on business needs including weekend hours
• Strong written & verbal communication skills needed to explain technical information clearly and concisely to non-technical users.
• The ability to analyze problems, identify patterns and/or root causes, and develop solutions to resolve technical problems quickly and efficiently
• Patience and persistence to deal with complex issues
• Ability to stay calm and focused under pressure
• Must be able to do shiftwork and work weekends with flexibility for future schedule changes.
• Associate's degree or technical school certificate required along with 1-2 year's related experience preferably in a Call Center environment
• Basic WAN/LAN knowledge
• Basic understanding of TCP/IP Network devices and Printers. (General network connectivity issues)
• Knowledge of Dell and HP PCs a plus
• Knowledge of Dell PowerEdge Server a plus
• Knowledge of Cisco and Meraki Routers and switches a plus
• Knowledge of Meraki Access Points a plus
• Experience with Phone Support for a large Enterprise
• Experience with Remote access tools, single sign on solutions, and utilizing basic Active Directory tools

EEO Statement

As an Affirmative Action Employer, Barnes & Noble hires qualified people to perform the many tasks necessary for the success of our business and is committed to diversity in the workplace. An essential part of this policy is providing equal employment opportunity for all. All employment practices and decisions-including those involving application procedures, recruitment or recruitment advertising, hiring, placement, job assignment, transfer, promotion, demotion, training, rates of pay or other forms of compensation, benefits, discipline, leave of absence, layoff, recall, termination and general treatment during employment-will be conducted without regard to age, race, color, ancestry, national origin, citizenship status, military or veteran status, religion, creed, disability, sex, sexual orientation, marital status, medical condition as defined by applicable law, genetic information, gender, gender identity, gender expression (including transgender status), hairstyle, height and/or weight, pregnancy, childbirth and related medical conditions, reproductive health decisions, or any other self-identified, perceived or actual characteristic protected by applicable federal, state, or local laws and ordinances.