11 hours
2018-02-222018-03-24

Representative III - Technical Support - Help Desk

Rite Aid
Mechanicsburg, PA
  • Job Code
    88714
Careers Center | Representative III - Technical Support - Help Desk

Representative III - Technical Support - Help Desk

Position ID#
88714
# Positions
1
State
PA
City
Mechanicsburg
Category
Corporate - Information Services

Job Description

SUMMARY

The primary purpose of this position is to troubleshoot and resolve store hardware and software issues in a manner that minimizes downtime or eliminates customer inconvenience. The incumbent is required to perform all tasks in a safe manner consistent with corporate policies and state and federal laws.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The associate is responsible for the functions below, in addition to other duties as assigned:

  • Perform basic troubleshooting and resolve assigned front-end and pharmacy problems within the specified timeframe. This includes cash registers and all attached devices, workstations and all attached devices, printers, RF guns, passwords, telephone hardware, and the store network.
  • Answer incoming calls and thoroughly detail the issue in the problem-tracking application.
  • Detail all actions taken and maintain progress reports within the current problem-tracking application.
  • Track problem resolution when dispatching a third-party vendor to complete on-site repairs.
  • Escalate problem calls when necessary or request guidance when obstacles prevent timely resolution.
  • Provide updates regarding host issues to technical support representatives, FSS supervisors, and store associates/management.
  • Seek out additional formal and on-the-job training to expand skills required to meet business demands and to prepare for promotion to higher-level support roles.

Experience / Requirements

Other Skills, Abilities, and/or Training

The following qualities are required:

  • Committed to providing customer service that makes both internal and external customers feel welcome, important, and appreciated.
  • Ability to preserve confidentiality of information.
  • Ability and willingness to move with purpose and a strong sense of urgency.
  • Ability to work weekends on a regular basis.
  • Accuracy and attention to detail.
  • Ability to organize and prioritize a variety of tasks/projects.
  • Familiarity with industry/technical terms and processes.
  • Ability to work within strict time frames and resolute deadlines.
  • Typing speed of 40 WPM.
  • Proficiency with the Microsoft® Office Suite (Word, Excel, PowerPoint, and Access).

The following qualities are helpful:

  • Ability to work extended days on an occasional basis.
  • Ability to work day or evening hours.
  • Ability to read, write, and/or speak a second language.

 

Plus one (1) year experience in a customer service or technical support environment; or equivalent combination of education and experience.

Education

High school diploma or general education degree (GED).

 

 

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Representative III - Technical Support - Help Desk

Rite Aid
Mechanicsburg, PA

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Representative III - Technical Support - Help Desk

Rite Aid
Mechanicsburg, PA

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