Help Desk Associate

At Hot Topic, we're passionate about creativity and high performance. Our success comes from high-caliber teams that love the culture and have a tenacious approach to learning. Supporting the DC team, the TNDC Help Desk group keeps distribution flowing by responding to telephone calls, email, and personnel requests. Researching and resolving technical problems as well as tracking and monitoring issues to ensure a timely resolution. This role reports into the TNDC IT Helpdesk Supervisor.

This position is on-site and will work Saturday to Wednesday, 10A - 7P CST.

WHAT YOU'LL DO :

• Ensure timely and effective resolution of all Helpdesk calls and requests by providing technical and procedural support in a distribution center warehouse environment.
• Monitor ticket queues and work them timely and accurately.
• Maintain and support all IT hardware and software including but not limited to Desktop PCs, mobile RF devices, Laptops, keyboards, barcode scanners, etc.
• Identify escalation situations and escalate them timely and accurately as necessary.
• Identify trends that affect users and makes the Helpdesk staff and manger aware of them.
• Serve as an initial point of contact on team support and technical issues.
• Serve as a "hands on site" assistant to the Network Services team when necessary.
• Coordinate issue resolution with other support areas, as required.
• Administer all associates Active Directory and Email accounts and ensure security compliance.
• Configure, deploy, and support PC hardware and software issued to all associates in TNDC.
• Maintain accurate application and business processes documentation.
• Administer all associates in warehouse systems such as MAWM, Pyramid, Lightning Pick, etc.
• Provide feedback and suggestions to improve Help Desk business process.
• Configure, troubleshoot, and deploy PC hardware and software.

WHAT YOU'LL NEED :