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Specialist, Help Desk (Retail)

IT | San Francisco, CA | Full Time

Job Description

The Specialist, Help Desk (Retail) will be the point of contact for the first and second level support of our Retail POS and Back Office PCs currently located in 20 locations. This position will also carry the responsibility to create test plans and procedures for implementation and development of a new POS application.

Principle Accountabilities:  

  • Plans and works on a variety of Retail projects including OS upgrades, hardware upgrades, configuration of machines, and various technical issues
  • Participate in the architecture, implementation and design of Store solutions
  • Supports systems, as required, by optimizing performance, helping resolve problems, and providing timely follow¬ up on problem reports
  • Identify, track, and reproduce defects
  • Perform exploratory testing and unconventional methods to find defects
  • Work effectively with Vendor’s software developers on correction of defects
  • Identifies strategic fixes to problems
  • Ensure case management guidelines are followed and all cases individually assigned are pursued and closed within prescribed SLA
  • Communicates plans, status and issues to management team
  • Provide technical direction and training to junior Retail IT personnel
  • Handle ‘after hour’ calls as scheduled
  • Writes and implements operational procedures
  • Other duties as assigned

Required Skills & Experience

  • Undergraduate degree in relevant field or equivalent experience
  • Excellent problem-solving abilities
  • Preferred experience with wireless and mobile device technologies
  • Must possess 3 to 5 years of technical support experience in a fast-paced environment
  • Knowledge of Retail Business Processes is desirable
  • Working experience with Retail POS solutions is required
  • Must have a strong understanding of POS hardware along with thorough knowledge of current and emerging hardware/software technologies and industry trends
  • Experience in developing and maintaining quality assurance test plans and procedures for rapid development
  • Individual contributor who can work well under pressure in a small group environment with limited supervision
  • Strong verbal and written skills for clearly explaining tasks to team members and for effectively communicating results to management
  • Strong organizational skills with good follow through and documentation
  • Ability to solve problems creatively
  • Ability to learn quickly and to be flexible
  • Self-sufficiency in researching solutions and utilizing available resources
  • Willingness to share knowledge and information freely with other
  • Can be based in either San Francisco or Pacoima

Must be able to perform essential functions (with or without an accommodation) without posing a "direct threat" to the health and safety to self or others.

The Company reserves the right to alter, change, abolish and even combine jobs depending upon changing conditions.

No recruitment agencies, please.