IT - Support Services / Help Desk Associate

Company: Family Dollar Stores, Inc.
Location: Chesapeake
Posted on: May 15, 2022

Job Description:

Dollar Tree / Family Dollar IT - Support Services / Help Desk Associate 500 Volvo ParkwayChesapeakeVirginiaJob DescriptionThe IT Support Services Associate (call center agent / help desk agent) resolves problems and issues reported by our Associates in our Stores, Store Support Center and Field locations. The IT Support Services Associates provide timely resolution and/or escalation to ensure support needs are fulfilled.* This position is eligible to work from home after successfully completing all required training and successfully performing job responsibilities. Principal Duties & Responsibilities:

• Provide support & technical resolution of issues reported via phone, email and other electronic communications
• Troubleshoot and resolve hardware and software IT related issues with the POS system and related peripheral devices (PDT, scanners, printers, debit machines, keyboards, etc.) by using associated troubleshooting methods/procedures, tools and knowledgebase documents
• Acquire and maintain working knowledge of store, corporate, distribution center, and field systems to ensure proper course of action is taken for problem resolution
• Document all interactions, inquiries and resolutions in support services incident management system, following documented standards and practice
• Meet and strive to exceed Support Services Key Performance Indicators (KPIs) including but not limited to average handle time, first call resolution, schedule adherence and quality assurance
• Educate callers on self- service resources available
• Partner with more experienced associates to gain knowledge and to increase first call resolution and reduce call handle times
• Recognize and notify Supervisors of potential call spikes related to Point of Sale, or other key systems, to ensure timely escalation and resolution
• Appropriately escalate out of scope inquiries to the appropriate department/queue in a timely manner
• Recommend edits and updates to Knowledgebase content
• Participate in special projects and perform other duties as assignedRequired Qualifications:
  • High School Diploma or equivalent
  • Prior experience as a help desk agent, call center agent or in a technical support or customer support role
  • Ability to consistently deliver high quality customer service in a professional manner
  • Ability to troubleshoot and problem solve
  • Ability to communicate effectively, both verbally and written
  • Quick learner with desire to learn
  • Available to work some night and weekend shifts may be required, based on business needs; hours of operation require schedule flexibility.
  • Must be fully vaccinated from COVID-19, as defined by the CDC, by the date of hire. Proof of vaccination required. Request for medical or religious accommodation must be made prior to the start date" Preferred Qualifications:
    • Associates or Bachelor's Degree preferred in IT or other related fields
    • Knowledge and understanding of IT Retail Environment
    • ServiceNow experience
    • Experience using MS Office Applications
    • Bilingual in English/Spanish a plus

Keywords: Family Dollar Stores, Inc., Chesapeake , IT - Support Services / Help Desk Associate, Other , Chesapeake, Virginia