IT Support Analyst

POS Support AnalystLocation- Seattle, WADuration – one yearJob Description:The core skills of Tier 3 support for troubleshooting store issues that cannot be solved by Enterprise Help Desk /or Tier 1-2 teams are listed below.Critical thinkingTriage and analysisIndependent issue resolutionMicrosoft Windows Troubleshooting – Windows 10Installation issuesMaintenance issuesConfiguration issuesStore Network TroubleshootingIdentifying network configuration issuesUnderstanding the basic network configuration for the storeHardware TroubleshootingUnderstanding of POS hardware and components (CPU, memory, etc.)Peripheral devices (Digital Order Manager, Wireless Scanner, Cash drawer, Printers PIN entry device (PED), etc.) and their interfacesNavigate remotely on Power connection, interface cables and internal wirings for both front office as well as in back office.CommunicationBuilding trust & rapport with Store PartnersDetermining the store partner's level of expertiseWork with rest of the PoS SMEs in the teamCommunicate issue resolutionTicket ManagementAccurately documenting root cause of issuesExperience in ticketing tools like Remedy/SNOWMust Have:Good interpersonal skills, working with non-technical resource to resolve technical issues.Call Center / Helpdesk experienceNetworking SkillsPOS Support ExperienceComputer Hardware Troubleshooting experienceAbility to work independentlyWilling to work during weekends on rotation basisNice to haveExperience with Drive through technologies.Release & Deployment tools and process