About the position
Desktop Support, Tier II is a mid-level technical support position. Daily functions include responding to support requests and troubleshooting issues through resolution. Support is offered in multiple environments (corporate/office and retail) across multiple sites. This is a hybrid position that involves working onsite, remotely and on-call.
Responsibilities
• Ensure maximum productivity for end-users
• Provide problem resolution for all technical support requests.
• Resolve as many user-reported problems as expertise permits, using available tools and following procedures and policies for the handling of support cases.
• Courteously obtain and convey concise problem information for external and internal service personnel.
• Escalate issues to appropriate infrastructure teams through proper escalation methods.
• Act as a liaison between end-users and other support staff to ensure accurate problem interpretation.
• Maintain communication with customers during the problem resolution process.
• Solve problems on multiple operating system platforms with equal proficiency.
• Support point of sale systems in a retail environment.
• Provide after-hours support as needed.
• Provide excellent customer service
• Communicate with end-users on status of issues and understand their needs related to technology.
• Train end-users in proper procedures and appropriate use of systems, software and hardware to ensure conformity, stability and simplicity.
• Build rapport with end-users to establish trust and respect.
• Support the business during office hours and after hours as needed
• Manage service desk tickets and meet the service level agreements defined by the business.
• Provide accurate and timely logging of issues and resolution for issues in a ticketing system.
• Document steps during troubleshooting and help create a robust knowledgebase for the team.
• Consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained.
Requirements
• 2+ years of experience, or equivalent, in a helpdesk or desktop support environment.
• Prior experience offering technical support in a retail environment
• Clear and effective in verbal and written communication, especially when explaining technical issues to non-technical folks
• Able to think critically and problem solve
• Familiar with a wide range of standard office products
• Able to handle confidential information in an appropriate manner
• Able to work independently or in a team setting
• Able to learn new technologies and/or products quickly
• Up-to-date on new and fast-changing technologies
• Must have valid driver's license with reliable transportation and be able to get to the various company properties when needed
• Able to sit, stand, bend, walk and climb stairs for long periods of time
• Able to observe, inspect, estimate and assess
• Able to lift 50 lbs.
Nice-to-haves
• Certifications in relevant IT products and technologies preferred (e.g. CompTIA A+ , Network +, Security+ and ITIL)
Benefits
• The Larry H. Miller Company has strategically grown into a collection of diverse businesses that include real estate, insurance services, health care, finance, entertainment, sports, and long-term strategy and investments.
• The success of these businesses plays an integral role in the virtuous cycle of providing means for furthering philanthropy efforts within the communities we work and live.
• Our employees in every role and at every level seek to support the LHM Company mission to Enrich Lives.