Job Description

POSITION SUMMARY
This role focuses on maintaining and monitoring the software systems and networks for our business. You will be tasked with solving technical issues and will also collaborate with team members across all departments to assist them with their technical requirements.

RESPONSIBILITIES
• Installation and configuration of software and physical computer systems as required.
• Ticket/Incident management: 1st Line intake of all IT Support incoming tickets nationally within the Fresh Service ticketing software
• Communicate with internal/external customers and provide updates in a timely manner.
• Troubleshoot and resolve issues with software or hardware.
• Support resolutions that may require in-store visits/travel.
• Walk colleagues or clients through steps to help them resolve their technical problems.
• Analyze tickets to detect underlying trends and potential issues.
• Support the implementation of new solutions or applications.
• Establish accounts for new users and assist with password or login problems.
• Participate in business meetings to provide insight into technical requirements.
• Support store acquisitions by thoroughly planning and executing IT requirements and upgrades in support of the business and conversion teams.
• Write technical and software process documentation as required.
• Liaise with other departments to support processes such as auditing and other duties as required by business needs.
• Other Duties as assigned.
• Travel to the stores may be required for onsite repair.

QUALIFICATIONS
• 1+ years of experience in a technical support role.
• Technical Certifications are preferred but not required.
• Working knowledge of Networks, Microsoft O/S, VoIP telephony and all IT hardware systems.

SKILLS
• Willingness to solve complicated problems and see projects through to completion.
• Analytical skills to study problems and records and identify solutions.
• Team-oriented attitude to help other colleagues and departments with technical problems.
• Strong interpersonal communication and relationship-building skills.
• Ability to manage time and effectively prioritize numerous projects at one time.

This job description represents the general responsibilities and duties of the position but should not be construed as an all-inclusive detailed job description.