Help Desk Technician

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The Help Desk Technician provides first-level technical support for users contacting the Barnes & Noble Home Office Help Desk.

Essential Functions

• Troubleshoot, diagnose and resolve any incoming calls for assistance from all Home Office and field office employees.
• Perform Active Directory functions
o Creating user accounts
o Re-setting passwords
o Adding/removing Groups, etc.
• Ensure all aspects of calls are fully and clearly documented in the issue tracking system.
• Escalate any issues that you are unable to resolve to the proper level of support.
• Provide proper follow up of all unresolved issues regarding not only your own calls, but any open calls in our system.
• Develop good relationships and strong communication with users.
• Update and maintain Service Center policies and procedures.
• Work hand in hand with the Desktop Support Teams.


• PC hardware and troubleshooting knowledge
• Knowledge of Windows OS – XP, Mac OS X 10.10+
• Knowledge of Service Now call tracking system a plus
• Basic knowledge of wireless networks and devices
• Basic knowledge of Cell Phones (IOS and Android) and iPad
• Keen attention to detail and diligence following procedures and direction
• Adept at multitasking and balancing priorities
• Excellent written and verbal communication skills and analytical, problem-solving skills
• Ability to work in a team environment
• High school diploma plus Associate degree or technical school certificate required
• A+ certification is a plus
• 1-2 years of related experience, including customer service


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