TITLE: Help Desk Associate II
ORGANIZATION: Information Technology
FUNCTION: Information Technology
JOB LOCATION: CA Rocklin - Data Center
REFERENCE CODE: 4675BR
ASSOCIATE STATUS: Full Time
Position is located in Rocklin, CA
JOB DESCRIPTION:
The Help Desk Associate II Stores provides first level support of software and operating systems for Stores. Communicates with Williams Sonoma Store Associates, Business Partners, and Regional and District Managers, while meeting established departmental service levels and with exemplary customer service.
ESSENTIAL FUNCTIONS:
*Responds to calls from Store Associates regarding hardware, software and procedures. Logs all calls into trouble-ticketing system.
*Troubleshoots all calls regarding hardware, software and procedures.
*Creates and maintains Novell, NT, MS Exchange and Fax accounts for all associates.
*Acts as the liaison between Store Associates, the IT Department, and Store Engineer group, with an exemplary customer service focus.
*Places service calls to vendors as necessary and determines further actions for outstanding calls.
*Performs root-cause analysis and resolution in first level hardware, software and operating systems support.
*Works with Store Engineers as needed to resolve problems escalated to second and third levels.
*Escalates any unresolved problems to Supervisor or Manager.
SECONDARY FUNCTIONS:
*Participates in development of IT Store support standards for software, hardware and procedures.
*Produces documentation for hardware and software installation and configuration.
*Helps to determine technical solutions to automate manual processes. This includes assessing impact, as well as conducting testing and integration for identified solutions.
*Perform other duties as assigned.
QUALIFICATIONS:
*Understand and use Microsoft Office products including MS Office 95, 98 and 2000 products
*Minimum of one year experience within the last two years in a helpdesk function is required.
*Exemplary customer service skills
*Working knowledge of PC hardware, including laptops, desktops and printers
*Working knowledge of LAN Administration including Novell, NT and MS Exchange
*Understanding of local, client-server, and database application functions and support
*Good communications and negotiation skills, ability to interact with all levels of management
*Associates degree in a technical or computer related field of study, or equivalent related experience
*OEM hardware and Microsoft MCSE, MCP certifications are preferred
*Ability to use computer and telephone for extended periods of time
** TO APPLY, PLEASE VISIT THE CAREERS SECTION OF OUR CORPORATE WEBSITE www.williams-sonomainc.com **
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