The primary responsibility of the Help Desk Technician/ Retail Support position in the Store Automation Systems Department at United Dairy Farmers is to install, maintain, and provide support/assistance with the POS and other automated systems in the retail environment. Candidates with experience in the UDF retail environment are preferred..
Requirements include proficiency with, or ability to quickly learn, various computer programs. The position can require travel to any UDF store so a valid driver’s license with a driving record that meets company standards is required. A company vehicle is provided.
Normal hours are Monday through Friday, but the position also participates in a rotating schedule of weekly on-call responsibility, requiring 24/7 availability during the on-call week.
ESSENTIAL FUNCTIONS
1. Answer Incoming Help Desk calls from Retail Stores and supporting other departments; document and prioritize contacts.
2. Troubleshoot, analyze and resolve problems by phone when possible; determine whether an on-site visit is required.
3. Travel to store locations, as needed, for hardware/software installation, repair or replacement. Resolve other issues with Store Automation systems. Centralized Help Desk serves all stores in Greater Cincinnati, Dayton, and Columbus areas.
4. Participate in rotating schedule of weekly on-call responsibility, requiring 24/7 availability. Most on-call contacts are resolved by phone or remote computer connection, although on-site visits are sometimes necessary.
5. Communicate with Retail Store employees and internal support departments or outside providers as needed to resolve problems. Refer more complex issues to appropriate support departments. Follow all contacts through to completion.
6. Assist the Store Operations and Marketing groups by providing information and instruction when new store automation programs are implemented.
ADDITIONAL FUNCTIONS
Other automation systems support functions as assigned by the Supervisor of Store Automation Systems Department.
REQUIRED QUALIFICATIONS
1. Ability to work a full-time schedule, Monday through Friday.
2. Must be able to drive a company vehicle to and from company locations across the tri-state area (Ohio, Indiana, Kentucky). Must have a valid driver's license and pass background check.
3. Ability to write/type English well enough to communicate clearly and efficiently by email, letter and other written methods. Ability to speak, hear and understand spoken English well enough to communicate effectively in person and on the telephone.
4. Ability to read and understand written English well enough to use software documentation.
5. Must be able to carry equipment weighing up to 50 lbs.
6. Must be able to bend, stoop, crawl, and climb ladders.
7. Must be 21 years or older and possess a valid Driver’s License with a driving record that meets company standards.
8.Proficiency with, or ability to quickly learn, computer programs.
Physical requirements
• Will work in office and retail environment which may include time outside
• Must be capable of walking on wet and uneven surfaces
• Must be capable of standing and walking up to 50% of a workday
• Must be capable of lifting up to 50 pounds occasionally
• Must be capable of grasping objects with either full hand and manipulate small objects with fingers
• Must be capable of speaking, reading, writing, and hearing English