Support Technician

# Support Technician
## Location
## Classification
## Description
The Support Technician is a temporary position \(approximately 6 months\) with strong potential to become regular\.
## Essential Functions
? Provide first\-level support for all calls coming into the Barnes & Noble Store Systems Help Desk\.
? Troubleshoot, diagnose and resolve any incoming calls for assistance from all stores\.
? Ensure all aspects of calls are fully and clearly documented in the issue tracking system\.
? Place and expedite service calls with our outside vendors when on\-site assistance is required\.
? Escalate any store issues that you are unable to resolve to the proper level of support\.
? Provide proper follow up of all unresolved issues regarding not only your own calls, but any open calls in our system\.
? Identify and communicate any patterns or trends of incoming calls to Help Desk Management\.
? Provide technical or logistical support to any projects as assigned\.
## Qualifications
? High school diploma plus Associate degree or technical school certificate required\.
? PC hardware and troubleshooting knowledge, A\+ certification\.
? Knowledge of Windows OS ? XP & NT\.
? Basic WAN/LAN knowledge with Cisco equipment\.
? Basic knowledge of wireless networks and devices\.
? Excellent written and verbal communication skills and analytical, problem\-solving skills\.
? Customer service experience preferred\.
?Required to work the following 40\-hour workweek: Tuesday ? Friday 8:00 am ? 4:30 pm
and Saturday ? 7:00 am ? 3:30 pm\.
There will be an initial two weeks of training from Monday ? Friday from 9:00 am ? 5:30 pm\. Must be flexible and open to a future schedule change\.
Barnes & Noble is an equal opportunity and affirmative action employer and is committed to providing employment opportunities to minorities, females, veterans, and disabled individuals, as well as other protected groups\.

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