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Help Desk Associate chez Hottopic

Hottopic · La Vergne, États-Unis d'Amérique · Onsite

Microsoft Excel

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At Hot Topic, we’re passionate about creativity and high performance. Our success comes from high-caliber teams that love the culture and have a tenacious approach to learning.  Supporting the DC team, the TNDC Help Desk group keeps distribution flowing by responding to telephone calls, email, and personnel requests.  Researching and resolving technical problems as well as tracking and monitoring issues to ensure a timely resolution. This role reports into the TNDC IT Helpdesk Supervisor. 

This position is on-site and will work Saturday to Wednesday, 10A - 7P CST.
 


WHAT YOU'LL DO:
  • Ensure timely and effective resolution of all Helpdesk calls and requests by providing technical and procedural support in a distribution center warehouse environment.
  • Monitor ticket queues and work them timely and accurately.
  • Maintain and support all IT hardware and software including but not limited to Desktop PCs, mobile RF devices, Laptops, keyboards, barcode scanners, etc.
  • Identify escalation situations and escalate them timely and accurately as necessary.
  • Identify trends that affect users and makes the Helpdesk staff and manger aware of them.
  • Serve as an initial point of contact on team support and technical issues.
  • Serve as a “hands on site” assistant to the Network Services team when necessary.
  • Coordinate issue resolution with other support areas, as required.
  • Administer all associates Active Directory and Email accounts and ensure security compliance.
  • Configure, deploy, and support PC hardware and software issued to all associates in TNDC.
  • Maintain accurate application and business processes documentation.
  • Administer all associates in warehouse systems such as MAWM, Pyramid, Lightning Pick, etc.
  • Provide feedback and suggestions to improve Help Desk business process.
  • Configure, troubleshoot, and deploy PC hardware and software.


    • WHAT YOU'LL NEED:
  • Minimum of 1 year of practical experience in help desk support, or a combination of education with equivalent work experience.
  • Experience with incident tracking software/ITSM tools.
  • An outgoing attitude with excellent customer service skills in supporting non-technical users with technical issues.
  • Familiarity with basic Active Directory and O365 user administration.
  • Comprehensive technical knowledge of PC & Mac hardware, network concepts and solutions, along with comprehensive knowledge in the following systems and applications: Microsoft Windows, MS Office (inc. 365), Zoom, and mobile device management.
  • Familiarity with networking concepts and configurations e.g. troubleshooting Wi-Fi, LAN, VPN, device IP addresses.
  • Experience with mobile RF computers and the MDMs used to administer them.
  • Demonstrates strong communication skills including ability to work in a team environment, gives honest, direct feedback and is a solid verbal and written communicator.
  • Critical thinking and problems solving skills which promote the ability to work independently without constant supervision.
  • Meets deadlines, prioritizes appropriately, copes well with change, and maintains composure under pressure.
  • Is accountable for results, approaches obstacles proactively, and looks for ways to resolve problems and issues.
  • The ability to work a flexible schedule when required by allotted maintenance windows or special projects.
  • Must be able to lift 50lbs.
  • Require to be on-site at our distribution center in La Vergne, TN
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