Store Support Technician

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The Support Technician provides first-level support for all calls and tickets coming into the Barnes & Noble Store Systems Help Desk.

Essential Functions

• Troubleshoot, diagnose and resolve technical issues from all stores.
• Ensure all activity is clearly documented in the issue tracking system.
• Place and expedite service calls with our outside vendors when on-site assistance is required.
• Escalate any store issues as necessary to the proper level of support.
• Provide proper follow up of all unresolved issues regarding not only calls personally received, but any open calls in our system.
• Identify and communicate any patterns or trends of incoming calls to Help Desk Management.
• Provide technical or logistical support to any projects as assigned.


• Associate’s degree or technical school certificate required along with 1-2 year’s related experience, preferably in a Call Center environment
• Ability to work a flexible schedule based on business needs
• PC hardware and troubleshooting knowledge
• General knowledge of Microsoft Operating systems. Knowledge of Apple devices a plus. (Windows 7, 8.1,10 and Windows Server 2012 operating systems)
• Basic WAN/LAN knowledge
• Basic understanding of TCP/IP Network devices and Printers. (General network connectivity issues)
• Knowledge of Dell and HP PCs a plus
• Knowledge of Dell PowerEdge Server a plus
• Knowledge of Cisco and Meraki Routers and switches a plus
• Knowledge of Meraki Access Points a plus
• Excellent written and verbal communication skills and analytical, problem-solving skills
• Strong focus on customer relationships and the ability to work and collaborate in a team environment
• Experience with Phone Support for a large Enterprise
• Experience with Remote access tools, single sign on solutions, and utilizing basic Active Directory tools.
• Strong multi-tasking skills and a strong work ethic
• Must be able to work a schedule from Tuesday - Saturday, 12 noon - 8:30 pm, with flexibility for future schedule changes. There will be an initial 2 weeks of training from Monday - Friday, 9:00 am - 5:30 pm.


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