Help Desk Manager jobs in Lubbock, TX

Retail Data Systems is looking for a passionate and driven Help Desk specialist to join our Lubbock, TX area team. This position will be an integral member of our Support Desk Team, implementing and supporting our customer base. You will be responsible for the successful implementation and long term support of various grocery store technology products, and providing knowledge, troubleshooting and training at the customer level.

If you are a multitasker, collaborator, and executor, with uncompromising standards and work ethic, Retail Data Systems is the perfect place for you!

Prior experience supporting or working with the NCR Encor/ISS45/Storeline products is a huge plus with higher starting pay opportunities. (Must pass a product knowledge assessment)

What You’ll Do:

• Customer Service is the core of our focus at RDS. As one of our support representatives with our clients, communication capabilities across multiple forms (email, chat, and phone) is key.
• Answer inbound service desk calls, emails, and monitor issue queues (This isn't a call center so your not taking back to back inbound calls, but you are in a ring group and expected to answer when not on a call or working a ticket.)
• Create and update incident records for tracking and documenting issues or requests
• Regular communication with customers, providing updates on open issues while you maintain a positive working relationship with multiple clients.
• Troubleshoot possible software issues, reporting bugs and enhancements.
• Provide over the phone training, coaching, answering of questions and end to end support for the pos products in use.
• Provide solutions to issues or questions our clients need to achieve day to day success.
• Utilize customer relationship tools to maintain support infrastructure and documentation.
• Provide after-hours support as part of the paid on-call rotation
• Expand your knowledge of components, applications, and business activities to advance your abilities and responsibilities for promotion opportunities

What You’ll Need:

• Strong communication, presentation, and interpersonal skills.
• Strong organizational, planning, and time-management skills.
• Can handle high call volume in high-pressure situations (Don't happen everyday but from time to time major outages can happen resulting in a stressful shift, we try to help you through as we are all going through it together)
• Be able to anticipate problems and offer solutions to find ways to accomplish what needs to get done.
• Decisive problem-solving skills with advanced listening and coping skills.

Qualifications/Credential's we prefer and look for:

• General IT proficiencies
• Troubleshooting and diagnostic skills
• PC hardware understanding (A Certification a plus)
• Operating Systems knowledge: Windows, 7, 10, Server 2008, Server 2012
• SQL Database basics a plus but not required
• Office suite applications, email clients, browsers
• Security practices - passwords, firewalls, antivirus, and anti-malware
• Remote desktop support, FTP
• POS Systems knowledge a plus but not required

What Would Be A Plus:

• Being fluent in English and Spanish.
• Experience working in a grocery store environment.
• Experience working in POS Support position and working with NCR products ISS45/Encor/Storeline. (Higher Starting Pay Opportunities)
• POS and/or Networking Certifications.

Benefits:

• Paid Vacation & Personal Days
• Opportunity for Overtime Pay
• Medical, Dental, and Life Insurance
• 401K Plan
• Travel Opportunities
• Company Laptop

Job Type: Full-time, various shift's available including weekends and late evenings, occasionally overnight installs. On-Call afterhours and weekends on a rotational schedule once every 7 weeks for a week time. Flexible schedule options.

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person