Analyst, Supermarket Help Desk at DUMAC BUSINESS SYSTEMS INC. in East Syracuse, New York

Job Description:

Summary
Supports the POS software and integrated applications used by Supermarket locations operators across the US. Analysts provide product support, web-based training, auditing of user data and support call resolution for users. A Supermarket Support Analyst I have successfully demonstrated knowledge of POS support by completing an on-call rotation along with normal weekly schedule and has correctly performed all essential job functions

Essential Functions
› Supports the different areas Supermarket support requests via phone, voicemail or email.
› Provides remote training for store personnel for procedural based issues
› Provides remote and phone support for technical issues
› Provides proper escalations for
› Support issues not covered in Confluence
› Hardware replacement needs
› Ensures call ticketing documentation is complete and accurate
› Provides on-call support as required
› Provides written and verbal reports as required
› Performs other duties as assigned

Required Qualifications
› Associate degree in Computer Science or a closely related field, or equivalent experience
› Ability to set up and configure various types of point-of-sale and computer systems by setting parameters in the software; thorough testing and debugging of the parameter settings
› Ability to set-up, troubleshoot and test ethernet networks that utilize Windows 7, Windows 10, Windows 2012 & 2016 Server
› Excellent written and verbal communication skills as well as interpersonal skills
› Possess the accountability and personal responsibility to own and drive results
› Ability to work independently and part of a team environment
› Proficiency in Microsoft Office programs, including Outlook, Word, Excel and PowerPoint

Desired/Preferred Qualifications
› Possess excellent problem-solving and analytical skills
› Ability to effectively manage multiple projects with strong organizational skills, attention to detail and logical problem-solving skills

Supervisory Responsibility
› No

Travel and Availability to Work
› No

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets and fax machines.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.
EEO Statement
DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm