The Help Desk Technician - Level I resolves Aloha POS users' problems by troubleshooting and resolving software, hardware, and connectivity issues.

Help Desk Technician - Level I is responsible for learning the tools to be a contributing member of the BEC team. This position will give the opportunity to learn material to aid in passing Radiant Certifications requirements of Associate Tech and Support Tech. Help Desk Technician - Level I is responsible taking incoming help desk calls and must be able to properly research and access issues. Specialist must understand how and when to escalate heated issues.

A successful Help Desk Technician - Level I must be able to track call progress, document processes and follow-up with customers after an issue is resolved.

CSD Help Desk Tech - Level I will fulfill all the Radiant Certification requirements of Associate Tech Certification and Support Certification within six months. Employee is required to complete annual Radiant Maintenance certifications. Technician must also adhere to all policies and procedures set forth by both the Implementation and Customer Service Departments.

Essential Duties and Responsibilities include the following while other duties may be assigned.

• Problem solving capabilities

• Record the client problems as required in the case management process and detail the issues.
  Investigate and resolve client calls

• Respond to client cases and field inquiries in a timely and effective manner by answering known questions and reproducing straightforward technical problems

• Utilize tools provided and other documentation as necessary in resolving technical issues or reproducing problem cases

• Effectively use escalation procedures as necessary

• Facilitate issue resolution by leveraging internal experts when necessary

• Take ownership for resolving client support issues from case logging through management of escalation or resolution

• Be an advocate for providing satisfaction to Radiant clients by maintaining a proactive approach with clients

• Begin to learn to install new releases as assigned, and by following test installation procedures, test and document installation

• Learn new Radiant products and diagnostic tools and share knowledge with others

• Produce Knowledge Management documents
  Provide feedback on product and/or process initiatives developed in other areas

• Regular, reliable attendance is required

• Other job related duties as assigned

• Perform onsite troubleshooting and research as required