Position Summary:

The Help Desk support role will provide services/support over the telephone. This is a full time, 40 hour per week position, located at Belk Corporate in Charlotte, NC.  After hours work may be required to support business initiatives.

Essential Functions/Responsibilities:
• Responsible for receiving and supporting incoming calls for all Requests and Issues via telephone. This includes, but not limited to, documenting all required information within the internal ticketing system • Must be able to troubleshoot and resolve reported Incidents and Requests over the telephone, when appropriate • Must be able to transfer Incidents and Requests to appropriate Level 2 teams when they cannot be resolved or fulfilled over the telephone • Responsible for communicating the status of tickets when the user calls back • Responsible for reporting discrepancies with knowledge base articles and FAQ resources to ensure they remain current • Must be a self-driven, motivated individual that can be successful in an environment with minimal direct IT supervision

Minimum Education & Experience:

  • High School diploma
  • 2 + years of experience in a Help Desk support role


Preferred Education & Experience:

  • College education (in progress or completed)
  • 2 + years of experience in a Help Desk support role



Competencies: (EX: Proficient in Excel, Access, etc; able to type “x” words per hour, etc.)

  • Must have demonstrated experience in and a fundamental understanding of basic networking, hardware, and software troubleshooting

  • Must have a customer focused attitude that highlights a desire to provide outstanding services and support to a fast-paced business environment

  • Must be flexible with their work schedule

  • Must have the ability to form strong customer relationships

  • Must have strong analytical, verbal, and written communication skills

  • Must be able to successfully assess situations and respond proactively through the effective use of time management

  • Must have knowledge and experience supporting the following:

    • Microsoft Windows operating systems (Windows 7 and 10)

    • Microsoft Office 365

    • Active Directory

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