• Help Desk Technician II

    The Honey Baked Ham Company, LLC (Atlanta, GA)


    The Help Desk tier II role is to provide end user support and maintenance within the organization's desktop and store computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, registers, printers and scanners) to ensure optimal workstation and store performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.

    ESSENTIAL FUNCTIONS:

    Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and Point of Sale systems via phone, e-mail, chat or on site.

     

    Respond to queries either in person or over the phone.

     

    Write training manuals and other technical documentation.

     

    Train computer users and seasonal help desk staff.

     

    Ask questions to determine nature of problem.

     

    Walk customer through problem-solving process.

     

    Install, modify, and repair computer hardware and software.

     

    Clean up computers.

     

    Run diagnostic programs to isolate resolve problems.

     

    Provision, manage and troubleshoot Mobile devices such as iPhones, iPads and windows based tablets.

     

    Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

     

    Document and track issues with incident management systems.

     

    Maintain inventory and asset controls.

    OTHER FUNCTIONS:

    Returns non-working equipment.

     

    May provide guidance/training on software for less experienced retail and corporate users.

     

    Performs other departmental functions as directed and required.

     

    Installs computer hardware and operating software at Corporate and retail stores.

    KEY RESULT AREAS:

    Dependability, behavior, adaptability, and interpersonal skills.

     

    Ability to troubleshoot and correct faulty hardware and software.

     

    Initiative, organization, quality and timeliness of problem resolution.

     

    Ability to read, write, understand and produce technical documentation.

     

    Ability to read, understand and manipulate network and desktop administration tools.

     

    Ensure that computer systems for all stores and corporate associates are operating efficiently.

     

    Active Directory and Exchange management and maintenance for access control and account creation.

     

    Terminal Server management.

    REQUIRED EXPERIENCE:

    2 to 3 years help desk and desktop support experience in a Microsoft Domain environment.

    EDUCATIONAL REQUIREMENTS:

    Minimum of 2 years college level courses or 2 years of computer related work experience.

    REQUIRED LICENSES, CERTIFICATES, OR KNOWLEDGE:

    Working knowledge of Microsoft products both user facing and administrative.

     

    Demonstrate analytical problem solving skills.

     

    Demonstrated ability to work on assignments independently.

     

    Planning and organizing skills.

     

    Strong verbal, active listening and written communication skills.

     

    In depth knowledge of hardware and software applications with preference for retail sales support.

     

    In depth knowledge and understanding of computer operating systems in an Enterprise environment.

     

    Familiarity with image process

     

    Experience in working within a PCI or SOX environment.

     

    A+\Network+ or equivalent experience

    WORKING CONDITIONS:

    Rotating after hours and weekends

     

    Occasional overtime work required throughout the year.

     

    Heavy overtime work required at holiday periods.

     

    Occasional out of state travel

    SAFETY HAZARDS OF THE JOB:

    Minimal hazards. General office working conditions.

    BUDGETARY RESPONSIBILITY:

    This position has no direct budget accountability. However, through performance of its essential job duties, the Help Desk Tier II can impact company costs and profitability.

    REPORTS TO THIS POSITION:

    The Help Desk Tier II position has no full-time positions reporting to it.

    Mobile device support and management

    The Honey Baked Ham Company LLC is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.