Store Support Representative-Tech Help Desk - Shoe Carnival

The Store Support Representative provides frontline support services for a variety of store systems related to software and hardware at Shoe Carnival stores. Support is provided primarily over the phone to store management.Responds to user call...

The Store Support Representative provides frontline support services for a variety of store systems related to software and hardware at Shoe Carnival stores. Support is provided primarily over the phone to store management.

• Responds to user calls, emails, and Help Desk submissions requesting help or reporting problems.
• Diagnoses, isolates, and resolves user, software, and hardware problems with store computing systems, including but not limited to the POS, Windows applications, radio frequency equipment, signage software, payroll software, traffic counters, and WAN connectivity.
• Escalates issues to Store Support Specialist and Store Support Specialist Level 2 as needed.
• Analyzes issues and recommends proactive solutions.
• Monitors store systems to detect problems.
• Logs and follows up on all reported issues to ensure closure.
• Suggests and assists in development of store system enhancements.
• Manages assigned projects.
• Assists in testing new hardware and software upgrades, and rollout to the chain.
• Assists in remotely overseeing store systems set up by vendors in new stores.
• Assists with take-down and re-installation of systems in store remodels or relocations, on-site or remotely.
• Assists with configuration of store systems components for new stores or replacements for failed equipment.

Requirements:

• Associate's degree preferred.
• A+ Certification preferred.
• 1+ years' experience working in a Help Desk or Retail environment preferred.
• Experience with Server and PC software, network systems, Windows and Linux operating systems, and Microsoft Office products.
• On-the-job training provided.
• Excellent verbal and written communication skills.
• Flexible, detail-oriented with a positive attitude.
• Ability to learn and possess a comprehensive knowledge of Shoe Carnival's hardware, POS, and software systems.
• Ability to work a flexible schedule that includes alternating holidays and weekends.

 

Total Rewards:

The Shoe Carnival, Inc. Total Rewards program offers eligible associates highly competitive benefits, including the following:

• Competitive Pay
• Paid Time Off (Vacation & Sick Time)
• Comprehensive Medical, Dental, & Vision Benefits
• Flexible Spending Accounts
• Life, Disability, and Voluntary Benefits
• Fitness Membership Discounts
• Employee Assistance Program
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Employee & Family Discounts