POS Support Analyst - Seattle, WA Remote (PST Time)

POS Support Analyst

Location: Seattle, WA Remote (PST Time) Duration: 6 months Rate: DOE Work Authorization - USC, GC, GC-EAD, H4EAD, L2EAD, TN

Role Experience Needed:

• Experience installing, upgrading troubleshooting, and handling POS break/fix issues
• Experience with Audio Visual components and video conference room systems
• Strong PC and other hardware technical skills (Setup, Configuration, and Troubleshooting)
• Expert knowledge of Windows 7/10 operating systems
• Experience in different tools like VNC, Remedy/Service Now, Marimba, PowerShell Scripting, Splunk, PagerDuty
• Working knowledge of current mobile and tablet technologies
• Knowledge of networking principles and remote access technologies ability to understand the store network & interdependencies.
• Navigate remotely on Power connection, interface cables, and internal wirings for both the front office as well as in the back office.
• Experience in collaboratively working with field technicians on new installation/replacement of hardware, cables, wiring, and deployment of new images
• Experience in building the KBA/SoP for the team
• Experience in analyzing logs to address the issues & to identify and document the root causes
• Ability to provide support in a high-paced customer-focused environment
• Ability to successfully manage multiple priorities at a time
• Excellent team player who collaborates well with others
• Strong written and verbal communication skills including excellent phone support skills
• Good interpersonal skills, working with non-technical resources to resolve technical issues.
• Pro-active self-starter that seeks out information and can work independently
• Ability to estimate your workload, provide accurate timelines and meet deadlines
• Strong attention to detail, critical thinking, and quick learner

Role 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, and operating system (windows 7/10, Symphony PoS)
• Support AV/Video/Display components in the retail Caf & Drive through stores
• Evening and weekend support needed on a rotation basis
• Work with Help Desk and Application team members on POS deployments, software upgrades, troubleshooting issues, and other special projects as needed
• Ensures 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 shifts 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.