Help Desk Agent

Burlington Coat Factory Warehouse Corporation is a 3 billion dollar national department store retail chain featuring  outerwear, apparel, shoes, accessories for the entire family, baby clothes, furniture, toys, home decor items, and gifts. Over 400 stores can be found in 43 states nationwide. Burlington Coat Factory and its subsidiaries employ more than 28,000 full and part-time employees nationwide. Burlington Coat Factory is an Equal Opportunity Employer. Description: The Tier 1 Intermediate Level GSC Analyst will work with a team in a call center environment supporting corporate, store, and remote users with their technology needs. He or she will have the responsibility of handling first level support and ensure that all requests meet or exceed the departments Service Level Agreement. In addition to user support, he or she will be required to report on various elements of the job on a regular basis to the supervisor and manager while looking for opportunities to increase the effectiveness of the team and department. He or she will also be relied on to be a key source of information and experience for the entire department. In addition, he or she will need the ability to communicate with varying audiences that includes non-technical members of staff.  Responsibilities The following are essential job responsibilities: Â·  Ensure that all user requests (phone, email, self service) are addressed in a timely manner as meets the SLA of the department.·  Abide by all corporate and department policies and regulations. ·  Provide end users with hardware and software support.·  Provide Limited training of end users.·  Provide a transfer of knowledge to other members of the staff·  Promote the standards and procedures of PC hardware and software usage, including back-up and recovery·  Work to minimize the amount of incidents that escalate beyond your level of support.·  Provide detailed records of all support requests taken.·  Assist Technical Services in prioritization of technical problems·  Provide evening and weekend support as needed.·  Provide follow up on open support incidents·  Provide system notifications to users in the form of email, web updates and intercom.·  Insure that all department procedures are followed in RMAs and the request of new equipment.·  Document all actions taken as related to job functions and be prepared to report on this documentation.·  Maintains a positive image when dealing with department personnel and other (company) employees.·  Work to ensure problems and requests are resolved to end user satisfaction. The following job responsibilities may be assigned: Â·  Provide detailed instructions on job related procedures for department knowledge base.·  Provide onsite assistant to users at their desktops·  Provide onsite support in a warehouse/Distribution Center environment·  Lead or assist with PC projects, including, but not limited to, large scale software/hardware upgrades/migrations.·  Lead or assist other department related projects which may or may not require travel.·  Deliver computer and/or telephones and/or audiovisual equipment to appropriate personnel and install the equipment onsite·  Some local travel may be required.·  Performs other related duties as assigned or requested  Qualifications: Excellent verbal communication skills Customer Service Documentation skills and the abilities to maintain logs The ability to work unsupervised Coordinate events Strong skills in troubleshooting the following: Windows 2000/XP, Linux, Microsoft Office Suite, Norton Ghost, Remote access/control software, Diagnostic software, IE, Netscape High School diploma or equivalent. Minimum one to three years Help Desk experience in a high volume setting. General troubleshooting and experience with Local Area Networks required. Evening, weekend, & holiday coverage as needed. A Tier 1 Intermediate Level GSC Analyst should be career oriented with a desire to pursue further education and experience in his or her chosen field. Leadership skills are a plus. Benefits and Compensation: ·  Competitive Salary ·  401K/Profit Sharing Plan ·  529 College Savings Plan · Medical, Dental, Life Insurance · Store Wide Discounts · Fitness Center· Cafeteria on Site· Vacation, Sick, Holiday, Personal Paid-Time Off Company: BURLINGTON COAT FACTORY Location: Burlington, NJ 08016 Status: Full Time, Employee Job Category: IT/Software Development Relevant Work Experience: 1+ to 2 Years Career Level: Experienced (Non-Manager) Company: BURLINGTON COAT FACTORY Address: 1830 Route 130 NBurlington,NJ 08016 Email: Apply by Email