SENIOR HELP DESK AGENT

Carter's, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. IT Support stream 4. Incidents related for Microsoft Office, Citrix and other applications 10. iPod hardware and in house software issues Maintain accurate user data including documentation of discussions, issues, user requests or other relevant information into Contact Center systems as required and managing/prioritizing workload Use technology tools as directed and within established guidelines Maintain confidentiality of the organizations user data Participate in individual and team trainings and meetings to ensure knowledge is up-to-date Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem Observant in reporting unusual circumstances or possible security concerns in the field to management Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision Remote user administration (LANDESK) Experience and Skills Demonstrate excellence with listening, verbal and written communication skills Demonstrate strong problem solving and troubleshooting skills Working knowledge of Computers, Microsoft Outlook, Excel Ability to navigate and multi-task Proficient reading skills Must have the ability to abide by all of Carters policies and procedures; specifically the attendance policy Must know, understand and follow all Standard Operating Procedures Working knowledge of Windows XP, Windows 7, Windows 10 or WEPOS Experience with Epicor Retail Suite is a plus Proficient Typing Skills Microsoft Windows, A+ or Cisco Certifications are a plus Must have a sense of urgency Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly (Based on in house documentation).