Job Description:

The Support Technician provides first-level support for all calls and tickets coming into the Barnes & Noble Store Systems Help Desk.

Job Responsibilities:

Ensure all activity is clearly documented in the issue tracking system.
Provide technical or logistical support to any projects as assigned.
Escalate any store issues as necessary to the proper level of support.
Troubleshoot, diagnose and resolve technical issues from all stores.
Identify and communicate any patterns or trends of incoming calls to Help Desk Management.
Place and expedite service calls with our outside vendors when on-site assistance is required.
Provide proper follow up of all unresolved issues regarding not only calls personally received, but any open calls in our system.

Knowledge of Dell and HP PCs a plus
Experience with Phone Support for a large Enterprise
Experience with Remote access tools, single sign on solutions, and utilizing basic Active Directory tools.
Strong focus on customer relationships and the ability to work and collaborate in a team environment
Knowledge of Dell PowerEdge Server a plus
Strong multi-tasking skills and a strong work ethic
Excellent written and verbal communication skills and analytical, problem-solving skills
PC hardware and troubleshooting knowledge
Knowledge of Cisco and Meraki Routers and switches a plus
General knowledge of Microsoft Operating systems. Knowledge of Apple devices a plus. (Windows 7, 8.1,10 and Windows Server 2012 operating systems)
Basic WAN/LAN knowledge
Knowledge of Meraki Access Points a plus
Basic understanding of TCP/IP Network devices and Printers. (General network connectivity issues)
Ability to work a flexible schedule based on business needs
Associate’s degree or technical school certificate required along with 1-2 year’s related experience, preferably in a Call Center environment

Company: Barnes & Noble, Inc.

Vacancy Type: Full Time

Job Location: Westbury, NY, US

Application Deadline: N/A

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