A client in the greater Nashville, TN area is looking for a level II Service Desk Tech candidate. The Service Desk Tech will provide support of POS hardware and software for Retail Stores in the US. Duties include, providing call handling, developing and training staff, and assisting as needed to handle support call volumes. They will also be responsible for troubleshooting and escalating issues to POS Software Team if unable to resolve. They will monitor open issues from tracking and voice mail systems; escalate if not resolved on a timely basis an create reporting to show statistics of incoming requests, including performance stats.
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Associate degree in Computer Science, Information Systems or related field; or equivalent combination of education and experience.
4+ years of experience providing technical support.
Ability to provide remote support to users, either through phone or remote desktop tools.
Willingness to work a flexible schedule.
Understanding of service level agreements (SLAs) and the importance of timely issue resolution preferred.
Knowledge of basic computer hardware and peripherals.
Basic documentation skills to record troubleshooting steps and solutions for future reference.
Demonstrated experience working with Microsoft Office products.
Linux Experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.