Job details
Salary from $16.50 an hour job type full-time number of hires for this role 4
Qualifications
High school or equivalent (preferred)
Full job description
Job description
Job title: helpdesk technician
Flsa status : non-exempt
Department: i3 pos helpdesk
Reports to: helpdesk manager
Supervisory responsibilities: no
Job location: remote
Travel: 0%
Summary of position:
I3 pos is the west coast leader in point-of-sale (pos) systems & services for the restaurant and hospitality industries, and the nation`s largest aloha pos reseller & integrator with more than 5,000 system installationsThe helpdesk technician role is an integral contributing role as the first line of support to all of our clientsThis is a remote call center role, where the majority of time is spent on the phone troubleshooting and communicating with clientsDaily duties include remote troubleshooting, repair, and programming of the aloha softwareTechnical aptitude and people skills are a mustSchedules will vary, as we operate a nationwide 24x7x365 call center and technicians work directly from their homeThis is a full time, hourly position with overtime, nights, weekend and holiday work with a rotating on call schedule.
Essential duties & responsibilities:
· maintains the highest level of customer satisfaction by resolving all possible aloha pos issues in a professional and timely manner
· provides remote support for software and hardware issues occurring at client locations
· responds to queries on the phone, via email, in person or through remote access
· offers technical assistance on the delivery, configuration, set up, maintenance and troubleshooting of computer systems
· troubleshoots operating systems, the aloha software and suite of products, third-party integrated products, and hardware remotely while driving towards an efficient resolution of issues
· uses sound judgment to recognize when an issue cannot be resolved remotely and escalates the issue to the team that can complete the fix, internal or external
· supports the installation and field service teams with programming, live support, and customer training
· interacts with customer by responding to technical questions or requests
· willingness to work with end-users and management to resolve difficult issues at times while under time constraints
· ability to work concurrently on a variety of projects using clear judgment while maintaining a high work performance standard.
· ability to remain professional and consistently provide a high level of customer service
· ability to communicate clearly and efficiently in person, on the phone and in written communication
· ability to work with little supervision
· assist and support other departments with technical knowledge of pos hardware
· train and support pos related products with customer in a professional courteous manner.
· represents i3 verticals point of sale in a professional and businesslike manner.
Minimum qualifications (education and experience):
· a ged or high school diploma
· basic working knowledge of windows operating systems, pc hardware and software
· excellent communication and interpersonal skills
· good problem solving, analytical and team working skills
· an openness to learning new technologies
Preferred qualifications (education and experience):
· an associate’s degree in computer science or related field
· technical schooling, a+, n+ mcp, or mcse certification
· 2-year technical degree and/or 2+ years related experience with installing, upgrading, and repairing pc`s and pos peripherals.
· aloha software experience
Physical demands and work environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this positionReasonable accommodations may be made to enable individuals with disabilities to perform these functions.
While performing the duties of this position, the employee is regularly required to talk or hearThe employee frequently is required to use hands or fingers, handle or feel objects, tools, or controlsThe employee is occasionally required to stand; walk; sit; and reach with hands and armsThe employee must occasionally lift and/or move up to 25 poundsSpecific vision abilities required by this position include close vision, distance vision, and the ability to adjust focusThe noise level in the work environment is usually low to moderate.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employeeDuties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Job type: full-time
Pay: from $16.50 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Education:
High school or equivalent (preferred)
Work location:
Fully remote
Work remotely:
Yes
Work location: remote
