Helpdesk Level I Support

Lovesac - Stamford, CT3.2

Full-time
The Help Desk Level 1 Support is the initial contact/support for the end-users that reach out to the Service Desk via phone or help desk ticket. He/She attends incoming calls and/or tickets, tracks all information in a service desk ticketing tracking system, utilizes a knowledge base tool along with their expertise to resolve issues in a timely and orderly fashion. The Help Desk Level 1 Support Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.

Description:
Demonstrate strong customer service skills to provide phone support including:
Listening to the end user to gain an accurate understanding of the situation
Being empathetic to the end user’s situation and having a sense of urgency to resolve the issue
Producing accurate, detailed documentation at the end user, problem and incident level
Responsible for high quality end-user technical support, related to enterprise software and hardware
Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 retail environment.
Under general oversight, provides after hours and weekend support as needed.
The position requires attention to detail, follow through, teamwork focus and positive attitude.
An understanding of technology and the ability to apply that knowledge to support all existing systems
Supports all aspects of end user support and immediate computing needs while demonstrating professionalism and composure on the phone, email, via an online chat and/or in person
Create a positive end user support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
Provides investigation, diagnosis, resolution and recovery for hardware/software problems
Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software

Qualifications:
Excellent verbal and written communication skills
Minimum of 2 years experience in Windows 10/7 support
Minimum of 2 years experience in providing level 1 phone support
Preferred work experience in technical support role but not required
High School Diploma or GED is required
Office 2016/365
Azure, Active Directory, Jira Service Desk, Netsuite, SCIS
Self motivated and ability to work on own initiative in a high pressure environment
Willing to work variable shifts including evenings, weekends and public holidays
Preferred but not required: Netsuite (ERP), SCIS (POS), Office365/Azure, Airwatch MDM, Logmein, Google GSuite, Lenovo, Apple, Polycom, Sonicwall, Netgear
Job Type: Full Time

Salary: 40,000 - 45,000 Annual

Experience:
Windows 10 Support: 1 year (Preferred)
MAC OS Support: 1 year (Preferred)
iOS Support (iPad 2): 1 year (Preferred)
Retail Services: 1 year (Preferred)
Help Desk: 2 years (Required)
Office 2016/365: 1 year (Preferred)
Windows 10 Support: 1 year (Preferred)
Windows 7 Support: 1 year (Preferred)
Phone Support: 2 years (Required)
Help Desk / Service Desk Ticketing: 1 year (required)

Education:
High school or equivalent (Required)

Location:
Stamford, CT

Work authorization:
United States (Preferred)