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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

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