Job Description :
Job Title: IT - Application/Deployment Support Specialist - Junior
Work Location: Plano, TX
Duration: 06+ Months
Job Description:
Exceptional customer service and communication skills
Prior retail experience a plus
Ability to diagnose issues in a complex environment and identify solutions quickly using a knowledge base
Ability to talk and type concurrently
Knowledgeable of Windows operating system, Microsoft Office, and basic troubleshooting of hardware and software
Ability to work with multiple personality types
Experience working in a Service Desk environment is preferred but not required
Perform 1st level troubleshooting for JCPenney stores as relates to POS, scanners, store workstations, iDevices, printers, etc.
Troubleshoot hardware failures, store application errors, phone/voicemail issues, Windows 2003/2008 server errors, Microsoft Office and OS support, and password administration.
Ensure accurate and timely updates are made to Incidents using BMC Remedy ticketing system
Review knowledge articles to resolve Incidents quickly showing continuous improvement in first contact resolution
Utilize Avaya phone system to answer calls, transfer calls and login/out for breaks
Provide excellent customer service which creates positive memorable customer experiences