Support Technician

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The Support Technician is a temporary position (approximately 6 months) with strong potential to become a full-time position.

Essential Functions

• Provide first-level support for all calls and tickets coming into the Barnes & Noble Store Systems Help Desk.
• 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 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.
• Identify and communicate any patterns or trends of incoming calls to Help Desk Management.
• Provide technical or logistical support to any projects as assigned.


• The preferred candidate will have 1 to 2 years of experience along with an Associate's degree in a computer or information technology-related field, or an equivalent combination of education and relevant work experience.
• PC hardware and troubleshooting knowledge.
• Knowledge of Dell and HP PCs a plus.
• Knowledge of Dell PowerEdge Server a plus.
• 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 Cisco and Meraki Routers and switches a plus.
• Basic knowledge of wireless networks and devices.
• Knowledge of Meraki Access Points a plus.
• Excellent written and verbal communication skills and analytical, problem-solving skills.
• Customer service experience preferred.
• Strong 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.
• Must have a strong work ethic, organizational skills, and the desire to learn and not be afraid to ask questions to learn our environment.
• Shifts are typically: Tuesday through Saturday from 1 pm to 9:30 pm or Tuesday through Friday from 9 am to 5:30 pm and Saturday from 7 am to 3:30 pm. There will be an initial two weeks of training from Monday – Friday from 9:00 am – 5:30 pm. Must be flexible and open to future schedule changes which include weekend hours.


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