Barnes & Noble Support Technician in Westbury, New York

Support Technician

Location

NY-Westbury

Classification

Temporary

Description

The Support Technician is a temporary position (approximately 6 months) with strong potential to become regular.

Essential Functions

• Provide first-level support for all calls coming into the Barnes & Noble Store Systems Help Desk.

• Troubleshoot, diagnose and resolve any incoming calls for assistance from all stores.

• Ensure all aspects of calls are fully and clearly documented in the issue tracking system.

• Place and expedite service calls with our outside vendors when on-site assistance is required.

• Escalate any store issues that you are unable to resolve to the proper level of support.

• Provide proper follow up of all unresolved issues regarding not only your own calls, but any open calls in our system.

• Identify and communicate any patterns or trends of incoming calls to Help Desk Management.

• Provide technical or logistical support to any projects as assigned.

Qualifications

• High school diploma plus Associate degree or technical school certificate required.

• PC hardware and troubleshooting knowledge, A+ certification.

• Knowledge of Windows OS – XP & NT.

• Basic WAN/LAN knowledge with Cisco equipment.

• Basic knowledge of wireless networks and devices.

• Excellent written and verbal communication skills and analytical, problem-solving skills.

• Customer service experience preferred.

•Required to work the following 40-hour workweek: Tuesday - Friday from 3:00 pm - 11;30 pm and Saturday from 12:00 pm - 8:30 pm. There will be an initial two weeks of training from Monday – Friday from 9:00 am – 5:30 pm. Must be flexible and open to a future schedule change.

Barnes & Noble is an equal opportunity and affirmative action employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals, as well as other protected groups.