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Technical Support Analyst

Our client is a top domestic retailer with over 1,400 locations nationwide. Due to continued growth we are currently seeking a skilled IT Support Analyst to join their team as a direct hire.
Job Description
This is a front line resolution environment. As a Level 1 and 2 Technical Support Representative, you will respond to phone calls on hardware, software, point of sale and networking issues. The functional duties of this position include:
trouble ticket creation, escalation, monitoring and follow-up throughout the call resolution cycle. Accuracy, detailed and timely resolutions are expected. Candidates must communicate effectively and professionally within the IT organization and business/store community to facilitate escalations and resolutions to meet SLA's.
The IT Support team operates at a very fast pace, fielding over 3,500 calls each week, while maintaining a superior level of customer service and technical support. Candidates will be expected to resolve issues that span the spectrum, supporting all retail applications including registers, scanners, printers and more in a thin-client environment. Candidates should possess a wide breadth of technical support experience and a firm understanding of network fundamentals.
Job Requirements
Candidates must have 2 to 4 years of retail help desk experience and possess a certificate from an accredited technical school.
oExperience with Microsoft Windows XP, 2000, Office 2000, Lotus Notes, Citrix, IBM 4690 Point of Sale and AS400 skills is desirable.
oUnderstanding of LAN, WAN and Wireless infrastructures.
oExperience supporting HP hardware preferred.
oExperience with Remedy Ticketing system preferred.
oMust have superior verbal, writing and documentation skills.
oBi-lingual (Spanish-English ) preferred.
oAble to work effectively in a fast-paced environment while multi-tasking.
oShould also excel at working in teams.
Candidates must be available to work flexible hours/shifts. Weekends are required.

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