Support Analyst

POS Support AnalystLocation – Seattle, WA – remote ok – must be willing to work PSTDuration – 6 monthsU.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor currentlyRole Experience Needed:Experience installing, upgrading troubleshooting and handling POS break/fix issuesExperience with Audio Visual components and video conference room systemsStrong PC and other hardware technical skills (Setup, Configuration and Troubleshooting)Expert knowledge of Windows 7/10 operating systemsExperience in different tools like VNC, Remedy/Service Now, Marimba, PowerShell Scripting, Splunk, PagerDutyWorking knowledge of current mobile and tablet technologiesKnowledge of networking principles and remote access technologies ability to understand the store network & interdependenciesNavigate remotely on Power connection, interface cables and internal wirings for both front office as well as in back office.Experience in collaboratively working with field technicians to new installation/replacement of hardware, cables, wiring and deployment of new imagesExperience in building the KBA/SoP for the teamExperience in analyzing logs to address the issues & to identify and document the root causesAbility to provide support in a high-paced customer-focused environmentAbility to successfully manage multiple priorities at a timeExcellent team player who collaborates well with othersStrong written and verbal communication skills including excellent phone support skillsGood interpersonal skills, working with non-technical resource to resolve technical issues.Pro-active self-starter that seeks out information and is able to work independentlyAbility to estimate your workload, provide accurate timelines and meet deadlinesStrong attention to detail, critical thinking and quick learnerRole Description:Support POS hardware, networking and troubleshoot issues (Client RP9, Toshiba Wave, PEDs, Epson/Bixolon labeler, Digital Order Manager, Client Elite800 AiO, Client DL20)Support POS software, device driver, operating system (windows 7/10, Symphony PoS)Support AV/Video/Display components in the retail Café & Drive through storesEvening and weekend support needed on rotation basisWork with Help Desk and Application team members on POS deployments, software upgrades, troubleshooting issues and other special projects as neededEnsures quality customer service is provided at all times and refers more complex user problems to appropriate second- or third-level support groups for follow-up and resolution.Monitors daily workflow of the Service Desk team during assigned shift and delegates tasks as necessary to ensure completion within established service level agreements.Provides continuous on-call support for critical user problems.Provides input to Enterprise Help Desk (EHD) supervisors and manager for improvements in departmental processes and procedures.