Technical Support Agent (Part-time)

Job Description

The Support Specialist is responsible for managing the resolution of problems in a timely manner, including recognizing the underlying problem, performing troubleshooting, resolving or escalating calls, and following up with users to confirm proper resolution.

Responsibilities

• Manage resolution of problems, including recognizing the underlying problem, performing troubleshooting, and following up with users to confirm proper resolution.
• Monitor vendor performance and escalated high-priority problems to the Team Leader and Second Level Team.
• Provide first-level system support to all retail stores and home office users for Point-of-Sale systems, PCs, AS400, telecommunications, networks, RF scanners, and other hardware.
• Interact with Network Analysts, Application Specialists, and Telecommunication Analysts to identify and resolve problems.
• Contribute ideas and observations to the Team Leader to...