Essential Function

As a Technical Support Specialist I in the Help Desk, you will be the first point of contact for stores and iPad users. You will document and log incidents and address immediate issues to insure quick resolutions to reduce lapse of service to customers.

Description of Duty

30

Provides high quality and friendly phone support to stores and other offsite personnel. Documents each incident and request with detailed information. Follows up ongoing incidents by providing status updates.

25

Utilizes all available support tools to troubleshoot and research incidents such as OneNote, Microsoft Remote Tools, ServiceNow, and other Sally Support tools.

20

Analyzes network connectivity issues with ability to troubleshoot analog modems and standard broadband modems and routers. Able to break down and supply appropriate data to Interface Security Systems to address more complex issues.

20

Maintains knowledge of POS hardware so as to provide accurate descriptions and instructions to store personnel.

5

Other duties as assigned.

Knowledge, Skills and Abilities

 High School Degree or Equivalent required.

Associate or Bachelor’s Degree in Computer Science preferred. 

Comptia A+/Network+ certification preferred.