SUMMARY

Technical Support Representative is responsible for providing exceptional customer service in supporting end users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide daily support to users of various Information Technology systems, Point of Sale Systems, Etc. including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.Install and maintain hardware, software, and other equipment to meet end user requirements, routinely observe operational performance, and install security patches and updates when necessary.Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible.Develop documentation of troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.Collaborate with other IT department team members to establish goals and objectives for system improvements and upgrades.Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.

KEY ATTRIBUTES

Computer skills/knowledgeStrong communication skillsAbility to remain calm and professional in all circumstancesDetail orientatedAbility to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures

RECOMMENDED EQUIPMENT

No recommended equipment

CERTIFICATES, LICENSES, REGISTRATIONS

No required certificates, licenses, or registrations

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities in this position.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or universityOne to two years related experience and/or training; or equivalent combination of education and experience.Knowledge of PC and Mac operating systems and Microsoft Office ApplicationsWillingness to learn through on-the-job training

LANGUAGE SKILLS

Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.Write reports, business correspondence, and procedure manuals.Present information and respond to questions from groups of customers or associates

MATHEMATICAL SKILLS

Basic math concepts (addition, subtraction, division, multiplication, percentages, distribution, penetration, gross profit, and sales per associate hour)

PHYSICAL DEMANDS

Regularly (Over 2/3 of the time)

SitUse hands to finger, handle, or feelCommunicate effectively

Frequently (Between 1/3 and 2/3 of the time)

Walk

Occasionally (Less than 1/3 of the time)

StandReach with hands and arms Stoop or crouchClimb and balanceLift and/or move up to 25 pounds

Vision

Close visionAbility to adjust focus

WORK ENVIRONMENT

Noise Level

Moderate in most areas

**Niemann Foods Management retains the discretion to add to or change the position requirements at any time.

**Position requirements may vary by store location