Overview:The Help Desk Intern will provide in-store users with guidance and first level support by assisting in problem resolution and documentation of common support issues. The Help Desk Intern will act as the key contact for store systems to resolve any training or technical issues that arise. The Help Desk Intern will solve basic store problems and escalate more complex issues to the next tier of support.
Responsibilities:

• Responds to store user’s requests for information and assists with problem resolution
• Logs all incidents/requests and providing updates as required
• Escalates problems that can’t be resolved at first level to Help Desk Technician I within pre-determined service levels
• Identifies training needs and provides in-store training for store users
• Maintains contact with store users on operational and production problems
• Assists in coordinating the resolution of Point of Sale applications/software systems problems impacting production
• Assists systems and programming personnel, as needed
• Assists in resolving in-store technical computer operations equipment problems
• Cross-trains with job functions of immediate superiors as well as peer level positions to be prepared for temporary re-assignment and/or promotion due to extended illness, personal emergency or business necessity
• Fulfills departmental requirements in terms of providing administrative notification during periods of illness, vacation, or education
• Develops and maintains service level agreements with the various user departments and enterprise business units
• Performs at or above the enterprise’s Information Technology performance standards
• Demonstrates a commitment to Kirkland’s Values
• Performs all other duties as assigned

Qualifications:

• High school diploma required
• Currently pursuing an Associates or Bachelor’s degree in Computer Science or a related field.
• 1+ years’ technical experience
• 1+ years’ experience in a customer service-related field preferred
• Combination of education, experience, and training that demonstrates the ability to perform the key responsibilities of this position may be considered
• Ability to work varying shifts
• Knowledge of all in-store hardware and software in use
• Ability to operate support tools effectively
• Excellent oral and written communication skills
• Ability to communicate effectively with all levels of skill sets
• Proficient in Microsoft Office
• Ability to work at a computer for extended periods of time

Location: 431 Smith Lane, Jackson, TN 38301

Location: 431 Smith Lane, Jackson, TN 38301

Job Type: Internship

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