Help Desk analyst I

Job Summary and Mission

This job contributes to Starbucks success by acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and roasting plants globally. Models and acts in accordance with Starbucks guiding principles.

Summary of Key Responsibilities

Responsibilities and essential job functions include but are not limited to the following:
Assists in identifying trends in continuing hardware, software or systems problems.Documents user problems, resolution, and new solutions for future reference using EHD tools and resources.Maintains regular and consistent attendance and punctuality.Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.
REQUIREMENTS
Summary of Experience

Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year)Problem management and knowledge base tools (1 year)Retail Point of Sale systems and or computing systems (1 year)
Required Knowledge, Skills and Abilities
Ability to communicate clearly and concisely, both orally and in writingAbility to handle multiple tasksAbility to work in a fast-paced and changing environmentAbility to work as part of a teamAbility to deliver customer service to users with various levels of computer knowledgeAbility to work with users of various levels of computer knowledgeStrong technical aptitude and troubleshooting skills