Job Description

The primary responsibility of an

IT POS Support Specialist

is to assist in the on-going support of the point of sale (POS) hardware, software and integrated systems located across the company's chain. The

IT POS Support Specialist

will be responsible for installing, upgrading, diagnosing, testing and maintaining POS hardware, software and related or integrated technologies. In addition, the

IT POS Support Specialist

will create training documentation for end users of the POS systems and assist in the training of associates for point of sale systems and related or integrated technologies.

ESSENTIAL DUTIES

The IT POS Support Specialist shall perform the following duties regularly and up to company standards:

Install, upgrade and test POS hardware and software in a lab environment. Install POS equipment and related computing equipment at company stores. Work with end users to troubleshoot problems. Diagnose and determine problems with POS computing systems and take appropriate actions. Monitor activities until the problem is resolved. Assist in in developing, implementing, and documenting special promotions on the POS system and other related or integrated technologies. Troubleshoot and resolve issues with special promotions on the POS system and other related or integrated technologies. Create and maintain POS documentation and training material for store-level users. Create and maintain documentation for technical staff. Train key end users in the functions and usage of the equipment, special reports and procedures. Meet deadlines and schedules that are established. Work with minimum supervision and guidance on assigned projects. Create and maintain reports involving POS data, and other related or integrated technologies. Monitor POS systems and other related or integrated technologies. Take corrective actions as necessary to resolve any issues that may arise. Work with outside vendors to support the POS hardware, software and other related or integrated technologies.

NON-ESSENTIAL JOB DUTIES

In order to provide the best possible service to our customers, the following duties are also required on an as-needed basis, during slow periods, or upon instruction by a supervisor, manager or designated person-in-charge.

Be available to respond to trouble calls 24 hours a day. Work off-site at various store locations and travel out of town to attend IT events, shows and training, or meet with vendors. Perform other duties as required or assigned.

WORKING CONDITIONS

Continuously work indoors where there are no windows and no exposure to outside light; work where the noise from computers must be tolerated all-day; work in a cramped and sometimes dusty environment. Frequently expect task interruptions (by phone and in person) from user personnel; work off-site at store locations; work long hours. Seldom travel out of town to attend computer related product expose, shows and training.

WORK HOURS

Generally be available for work Monday through Friday including holidays, between 8:00 a.m. and 5:00 p.m. Must also be available to work long and flexible days/hours when necessary to meet project schedules and deadlines, including traveling to/from off-site locations.

EQUIPMENT USE

Continuously need to use a computer monitor and input/output devices connected to computer systems and printers. Frequently need to use test equipment (meters, analyzers, etc.); basic hand and power tools (screwdrivers, hammers, drills, saws etc.); telephone to communicate with computer users and vendors; common office supplies (computer, calculator, pen, pencil, scissors, etc.) to perform all duties; operate a company vehicle to work at off-site locations.

MENTAL, PHYSICAL AND COMMUNICATION DEMANDS

Mental

- Continuously need to pay attention to detail, concentrate well and be alert; make decisions objectively with an open mind; be organized and think logically; be alert, intelligent and strive for efficiency; be able to handle pressure and stress from the job and remain calm; refrain from making wise remarks towards co-workers and associates. Frequently need to adapt to changes in project deadlines and tasks and make decisions objectively.

Physical

- Continuously need to stand, walk, handle supplies and have good vision when performing all job duties; have good depth and color perception; good hand-eye-foot coordination and a wide field of vision when handling equipment and tools. Frequently need to sit for prolonged periods of time and use fingers when using a keyboard. Occasionally need to lift and carry up to 50 pounds when transporting work related material; stoop, bend, kneel, reach or crouch down when storing or retrieving various supplies and installing or maintaining equipment.

Communication

- Continuously need to communicate effectively with co-workers, store personnel and management when performing all duties - talk to (in person and on the phone), listen and understand, read, and write legibly.

Skills and Knowledge:

One or more years of retail cashier experience preferred. Have a good working knowledge of Microsoft Office applications (Excel, Word, and PowerPoint). Have a good working knowledge of Google applications (Google Meet, Drive, Docs, Sheets, Gmail). Have a working knowledge of Ethernet LAN/WAN networking systems preferred. Have a working knowledge of POS systems and electronic equipment used in conjunction with the POS system. Experience working within a Microsoft Windows Operating System environment. Experience working within a database environment (SQL preferred, but not required). Experience deploying and testing IT hardware preferred. Experience preparing end user and system operational documentation preferred. Demonstrated experience working with end-users. Have good interpersonal skills and the ability to communicate effectively both orally and in writing. Demonstrated strong negotiation and collaboration skills. Demonstrated ability to prioritize and complete objectives in a timely manner.

Education and Age Restrictions:

Bachelor's or Associate Degree in Business Administration, Computer Science, Information Technology, or related field (or have equivalent experience). Must be at least 18 years of age and have a valid Driver License to operate a company vehicle.

CHARACTER TRAITS AND PERSONAL WORK VALUES

Personal Traits

- To promote good working relationships with co-workers, customers and vendors. + Have a friendly, cheerful, pleasant demeanor, characterized by a strong desire to please customers and co-workers and serve them well. + Maintain a positive attitude toward work, vendors, co-workers, supervisors and customers.
+ Be service oriented toward customers and fellow co-workers.
+ Be a good listener, patient and understanding of customers and co-workers.
+ Be honest and trustworthy. Use good judgment.
+ Be neat and clean, in appearance and work habits.

Work Habits

- To promote a productive work environment. + Greet, help and thank all customers. + Handle customer complaints and concerns with tact.
+ Maintain a good attendance record.
+ Be punctual and committed to work when scheduled.
+ Be focused on task and detail-oriented.
+ Show initiative. Always keep busy. Be a self-starter.
+ Be efficient and productive, while producing quality work.
+ Be flexible, versatile, organized, methodical and conscientious.
+ Be able to work under pressure and meet deadlines.
+ Be able to follow work procedures and policies (e.g. safety and security practices).
+ Create and maintain clean, safe and pleasant work environment for everyone.
+ Be a team player and work well with others.