Help Desk Support Job in Rocklin, CA

Location: Rocklin
Posted on: March 18, 2020

Job Description:

Our global retail client has a job opening for a Help Desk Support in Rocklin, CA!
 
Top 3 to 5 technical skills required
•             Experience in both Windows and LInux environments.
•             Systems knowledge and ability to diagnose and resolve system health issues.
•             Ability to parse logs for investigation.
•             Familiarity with Incident Management systems and issue documentation.
•             Experience in troubleshooting remote systems at scale.
 
 
Top 3 soft skills required
•             Good Communication Skills:  Both verbal and written.
•             Ability to follow through to resolution.
•             Team player and approachable customer friendly attitude.
 
 
The Store Second Level Associate is responsible 2nd Level support for retail IT systems. This position is responsible for troubleshooting technical issues at the application level, classification of problems including detailed problem definition, accurate impact assessment, identification and communication of workarounds for problems, and driving issues to resolution.
 
Our team members are not just innovators in the technology space; our success is measured by our ability to drive operational and top-line improvement for our brands.  If you thrive in a solutions oriented environment, then consider joining our team!
 
Duties & Responsibilities
•             Responsible for remote troubleshooting and resolving technical escalations for Point of Sale systems, device peripherals, and networking issues.
•             Maintain Stores Second Level ticket queue to ensure all problem tickets assigned are resolved within SLA.
•             Perform methodical problem investigation techniques to resolve issues:  in-depth problem analysis, detailed problem description, impact assessment, root cause analysis, identification of work arounds, and recreate field problems in the lab.
•             Effectively communicate business critical issues impacting stores to IT leadership and key stakeholders; impact, status updates, workarounds, long term resolution, and root cause resolution.
•             Collaborate with third level engineering and development teams to isolate root cause as necessary and drive for solution implementation.
•             Independently research and analyze technical solutions to problems, provide solution recommendation (i.e. development, maintenance or improvements to systems standards or process) to meet needs.
•             Write comprehensive bug defect reports and validate bug defects are resolved in production.
•             Perform trending and cost analysis to proactively identify issues and resolve before they become issues.
•             Responsible for understanding change to environment for all store impacting technology implementations.
•             Participate in projects and special assignments:  attend and provide feedback for design reviews, provide supportability feedback, plan for training and knowledge, stay abreast on new technology releases, etc.
•             Responsible for creating first level documentation as opportunities identified, including hand off to and training to 1st Level Support and other Second Level team members.
•             Work with Service Vendors to ensure problems are resolved before calls are closed.  Examples include: cable management, hardware related issues, etc.
•             Provide detailed feedback on ticket compliance and quality to business partners.
•             Represent Stores Second Level in regular IT Status meetings to report store impacting issues, including post mortem meeting participation as necessary.
•             Participate in on-call rotation to provide support outside of office hours.
•             Travel as required for technical assistance on field issues.
•             Perform other job-related duties and work on special projects as required.
 
 
Required Qualifications
 
•             Bachelor's degree or equivalent experience in IT.
•             2+ years of progressive experience in 2nd Level or Tier 2 support in HW, network, and log level application support capacity.
•             Extensive understanding of Windows systems setup, configuration, diagnostics, concepts, and comfortable on a dos command line.
•             Demonstrated experience in UNIX/Linux system environments; installation, configuration, log troubleshooting.
•             Scripting experience, specifically with Ruby/Perl and shell scripting language to automate existing and workloads and routine system admin tasks.
•             In-depth knowledge of TCP/IP, SSH, SCP, LDAP and other core technologies such as NTP, FCIP, iSCSI, SAN, NAS etc.
•             Must be able to determine when a server or remote system is in a "distressed" state, e.g. network performing badly, short of RAM, overloaded CPU, overloaded I/O subsystem.
 
 
To be considered for the Help Desk Support position, you must apply online and submit your resume to Modis.com. We are actively monitoring all applications.
 
Thank you for partnering with Modis!
 
 

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