Temporary Help Desk Technician I

Overview The Temporary Help Desk Technician I serves as the initial point of contact for store and corporate users seeking guidance or technical assistance with computer systems, software, hardware, and other IT-related issues. This role is responsible for providing prompt, courteous, and effective support to resolve routine technical problems and escalate complex issues to the next tier of support. Responsibilities Respond promptly to requests from store and corporate users, providing information and assisting in resolving technical issues. Accurately document all incidents and requests, ensuring regular updates are communicated as necessary. Escalate unresolved problems to Help Desk Technician II within established service level agreements. Identify user training needs and deliver appropriate training to store and corporate personnel. Maintain consistent communication with users regarding operational and production system issues. Assist in coordinating the resolution of Point-of-Sale application and software system issues affecting production. Provide support to systems and programming teams when required. Assist in troubleshooting and resolving technical problems related to computer operations equipment for stores and corporate offices. Participate in cross-training activities with immediate supervisors and peers to ensure preparedness for temporary reassignment or advancement due to extended absences or business needs. Fulfill departmental requirements, including providing administrative notifications during periods of illness, vacation, or educational leave. Develop and maintain service level agreements in collaboration with various user departments and business units. Consistently perform at or above the organization's established Information Technology performance standards. Demonstrate a commitment to Kirkland's core values in all professional interactions. Perform additional duties as assigned to support departmental and organizational objectives. Qualifications High school diploma required.

Preferred:

Bachelor's degree in computer science, business administration, or related field, or equivalent relevant work experience. 1-2 years of technical experience. 1-2 years of experience in a customer service-oriented role. A suitable combination of education, experience, and training that demonstrates the ability to fulfill the key responsibilities of this position will be considered. Willingness and ability to work flexible shifts. Familiarity with all hardware and software currently used by the store and corporate offices. Proficiency in operating support tools. Exceptional written and verbal communication skills. Ability to communicate effectively with individuals of varying skill levels. Proficient with Microsoft Office applications. Ability to work at a computer for extended periods of time