Pay Range: $24/hr – $25/hr, the pay rate may differ depending on your skills, education, experience, and other qualifications.
Featured Benefits:
- Medical Insurance in compliance with the ACA
• 401(k)
• Sick leave in compliance with applicable state, federal, and local laws
Note:-
- Must be located in the greater NY/NJ area, will need to travel into customer HQ on 5th Avenue in NYC for in person meetings and support with IT weekly.
- Must be able to support Pacific/West Coast hours virtually on some days.
- MUST be able to come into the office M-Th 9AM to 6PM and Fridays be able to work virtually and cover their West Coast stores and work 11AM to 8PM on Fridays.
- Note they are asking this time for someone who can read, write, and speak Spanish in addition to English.
- Need candidates who can communicate with their IT team in Spanish and be able to read the documents/instructions/materials that are mostly all in Spanish.
- Must have their own laptop/desktop
- Must have access to transportation for possible local in person interaction
Requirements:
- Technical Skills:
– Proficiency in hardware, software, and networking
- Device types: Bluebird, Zebra, iOS
- NCR
- Toshiba
– Experience with operating systems:
- Remedy
- Zabbix
- Maquetador – DAM
- Device Lifecycle: CMDB and Remedy Asset Manager
- Power BI
– Knowledge of common software applications (MS Office, Google Workspace).
- Problem-Solving Skills:
– Strong analytical and troubleshooting abilities.
– Ability to diagnose and resolve technical issues efficiently.
– Experience in providing technical support and customer service.
- Communication Skills:
– Ability to read, write and speak in Spanish.
– Excellent verbal and written communication skills.
– Ability to explain technical concepts to non-technical users.
– Strong listening skills to understand and address user concerns.
- Time Management:
– Ability to prioritize tasks and manage time effectively.
– Experience in handling multiple support requests simultaneously.
- Team Collaboration:
– Ability to work independently and as part of a team.
– Experience in collaborating with other IT professionals and departments.
- Documentation Skills:
– Proficiency in maintaining detailed records of support activities and solutions.
– Ability to create user guides and documentation such as a FAQ.
- Expectations:
– Filter and assign new tickets daily from dashboard
– Update each ticket, new and aged, with notes of daily progress until closure or ticket transfer
– Decrease number of aged tickets while simultaneously working new tickets
– Proactive collaboration using Teams channels among colleagues to advance ticket closure
– Consistent daily follow up with stores to drive ticket closure
Purpose:
To assist in daily tasks of the IT Department. Mainly store’s handheld devices.
Key responsibilities:
- Assets management:
- Configuration of store’s handheld devices: PDAs, iPods, iPads, etc.
- Reception and evaluation of inbound packages.
- Maintain inventory status updated (CMDB).
- Maintain a healthy stock of repaired devices by processing RMAs in a timely manner.
- Provide technical support to our stores (this may be in person, over the phone or MS Teams)
- Walk store staff through steps to help them resolve technical problems.
- Responding in a timely manner to incidents and requests. Mainly for handheld devices.
- Prioritize and manage many open cases at one time.
Experience and qualifications:
- Previous experience in IT Support Helpdesk (preferred but not required).
- Experience with Microsoft OS W10 and MS Office 365 Suite (preferred but not required).
- Experience with iOS and Android OSto San Francisco and Las Vegas).
Skills and attitudes:
- IT knowledge.
- Able to work autonomously with high levels of initiative.
- Fluent in English (knowledge of Spanish Language is a plus).
- Good communication and interpersonal skills.
- Highly organized and prioritization skills.
- Ability to work in a fast-paced environment under pressure.
- Strong customer service ethos.
- Excellent organizational skills.
