Hamrick's · 18 hours ago
Help Desk Analyst
Gaffney, SC
Full-time
Onsite
New Grad, Entry LevelHamrick's Inc is a family-owned retailer with a commitment to superior customer service. As the first point of contact for technical operations, the Help Desk Analyst will provide exceptional support, manage user access, and troubleshoot POS systems to ensure smooth operations across corporate and retail locations.
Fashion
Responsibilities
Exceptional Front-line Support: Serve as the friendly, professional first point of contact for all technical inquiries via phone, email, and Team's
Ticket Lifecycle Management: Accurately document every interaction within our ticketing system. You will be responsible for creating, categorizing, and updating tickets to ensure no issue falls through the cracks
Customer Advocacy: Take full ownership of user issues from initial contact through resolution, providing regular status updates so users are never left wondering about the state of their request
Identity Management: Manage user access and perform Active Directory password resets with a focus on security and speed
Retail Operations: Support and troubleshoot Point of Sale software and hardware to keep our store's running smoothly
Cross-Platform Assistance: Provide empathetic troubleshooting for users working in a mixed Windows and Linux environment
On-Call Rotation: Participate in a shared team rotation for weekend on-call support, ensuring our retail teams have the help they need when they need it most
Detailed Documentation: A "if it isn't in a ticket, it didn't happen" mindset. You write clear, concise notes that help the next technician understand exactly what steps have already been taken
Empathy-First Approach: The ability to remain patient and positive, even when dealing with frustrated users or high-pressure retail situations
Active Listening: Truly hearing the user's problem and asking the right clarifying questions to get to the root cause quickly
Queue Discipline: The ability to manage a personal ticket queue, prioritizing urgent retail "dead-in-the water" issues over non-critical tasks
Conflict Resolution: De-escalating tense situations with a professional demeanor and a "how can I help?" attitude
Qualification
Required
Proficiency in Windows Desktop: basic comfort with Linux environments
Retail Tech Experience with Xstore or similar POS systems
Prior experience using ticketing software (e.g. Ninja, ServiceNow, Zendesk)
Benefits
401k
Health Insurance
HSA Contributions
Dental & Vision
Life Insurance
Critical Illness Insurance
Voluntary Short-Term Disability
Vacation Pay (based on eligibility guidelines)
Holiday Pay (8 hours)
Christmas Bonus
Employee Discount
Employee Recognition Program
EAP Program
Referral Program
Company
Hamrick's
Hamrick's is a retailer of fashion products.
Founded in 1945
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jacob Hamrick
Chief Operating Officer
Recent News
Inside INdiana Business
2022-07-21
Company data provided by crunchbase