IT Support Desk Rep

PURPOSE: This individual will work as part of a team to provide hands-on support for information technology aspects of internal and external client business

ESSENTIAL DUTIES AND RESPONSBILITIES:

• Support point-of-sale (POS), PC desktop and laptop hardware components, PC operating system software and application software, and mobile devices
• Provide end-user support to various levels of technical and non-technical staff

• Assist in monitoring, documenting, and resolving support desk requests, as well as escalating when appropriate
• Generating sign ins for new hires during the onboarding process.
• Guide end-users remotely and in person through systems configuration, troubleshooting, and maintenance
• Respond to tech inquiries via email, through online chats, over the phone, or in person
• Installs, manages, and/or troubleshoots software, hardware or other equipment.
• Diagnose and troubleshoot hardware and software issues across various platforms and devices.
• Document all interactions and maintain accurate records of support requests and resolutions in the ticketing system.
• Assist in various other IT departmental projects

• Regular, reliable and consistent attendance
• Additional duties as assigned.

PREFERRED SKILLS, KNOWLEDGE AND ABILITIES:

• Strong analytical and problem-solving skills
• Ability to adapt to a fast-paced, rapidly-changing environment and can multi-task on a regular basis
• Customer focus and the ability to communicate effectively with management, co-workers and customers
• Working towards certification in Information Technology or related field.
• A team player who likes new challenges and a diverse, always changing work environment
• Comprehensive knowledge of hardware and software (Windows, macOS, Microsoft Office, iOS Android, including troubleshooting, configuration, and maintenance. Android
• Experience providing desktop and point of sale support, preferred
• Ability to diagnose and resolve issues with computers, printers, mobile devices, and other peripheral equipment.

PHYSICAL JOB REQUIREMENTS:

While performing the duties of this job, team members will be required to speak and listen to co-workers in order to understand their needs and communicate a solution. Team members will need to possess a level of hearing that will allow them to be aware of their surroundings and troubleshoot concerns. Specific vision abilities required by this job include frequent close vision, peripheral vision, and ability to adjust focus. Team members may be required to tolerate multiple sensory stimuli at once while performing their duties. Team members must be able to look at and focus on computer screens for extended periods of time.

• Walk: Occasionally, about 50% of the time
• Stand: Occasionally, about 50% of the time
• Sit: Occasionally, about 50% of the time
• Bend/Stoop: Occasionally, about 50% of the time
• Kneel/Squat: Infrequently, about 25% of the time
• Reach Above Shoulders: Infrequently, about 25% of the time
• Lift: Infrequently, about 25% of the time
• Push/Pull up to 20lbs: Occasionally, about 50% of the time
• Twist: Infrequently, about 25% of the time
• Move: Occasionally, about 50% of the time
• Carry, up to 15lb: Infrequently, about 25% of the time
• Dexterity: Continuously, about 90% of the time
  
  
  
  • Use of both hands
  
  
  
  

Mall of America is an equal-opportunity employer and is committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, sex, gender identity, sexual orientation, religion, marital status, genetic information, pregnancy, national origin, citizenship, physical/mental disability, military status, or any other basis prohibited by law.

STARTING PAY:

$14.81 - $18.51