Careers at J.D. Associates

J.D. Associates is a growing company, but has a small-business feel.

If you are friendly, energetic, self-motivated, a team player, and you want to work in the field of retail technology, then this may be the place for you.

Retail Systems Support Desk

Technician/Trainer

Position Summary:

The support desk technician/trainer will assist retail clients either by remote access or by phone with problems and issues they are experiencing with their retail hardware or software.  The support desk technician trainer will also provide training to retail clients to help them utilize their software to the fullest extent possible.

Company:

J.D. Associates is one of the largest suppliers of retail technology in North America.  Based in Leominster, Massachusetts, we service clients throughout the United States, Canada and the Caribbean.  Our software solutions include Retail Pro, Microsoft Retail Management Systems and POS 2009, and QuickBooks Point of Sale.  Our hardware solutions include IBM and Hewlett Packard.  We provide a complete array of services and train and support end-users on all of the technology solutions we sell.  Our primary customer is the specialty retailer.

Responsibilities:

• Respond to calls in a timely manner

• Respectfully help retail clients articulate their problems 

• Carefully analyze problems and see those problems through to successful resolution

• Consult with a supervisor to escalate calls when a resolution is not evident within the first 30 minutes

• Clearly and completely document all problems along with next steps, duration and ultimately resolution

• Participate in rotating on-call emergency pager schedule

• Take notice of persistent problems with certain retail clients and recommend actions to remedy reoccurrences of these problems.  One example of a remedy may be additional training. ·       

• Make note of trends that may occur with groups of clients during a specific time period, diagnose the probable causes and recommend a remedy.

• Complete and maintain certification requirements for all supported solutions

• Provide training to retail clients on supported solutions

• Clearly and completely document all training including the duration of each session

• Actively participate in all departmental and company meetings

• Proactively keep peers and supervisors informed of trends, significant problems, and any other issues that might impact the support desk or any other departments

• Communicate with vendors or developers of supported solutions when there is an issue requiring their intervention

• Keep retail clients fully informed of the status of their issues even when solutions to their issues are still in progress

Requirements

-  Superior communications skills including written and verbal
-  Previous experience with support desk helpful
-  A complete and thorough understanding of PC technology
-  Working knowledge of MS Windows operating systems
-  Solid networking background including TCP/IP, Peer- to- Peer, LANs,
   Server-based LANs, Remote Access, VPNs and Firewalls
-  MCP/MCSA or MCSE a plus
-  DB Apps – Oracle/SQL useful
-  PC – hardware component level hardware
-  Willingness to work in a team environment
-  Crystal Reports knowledge a plus
-  Outstanding references
-  Previous experience with Point of Sale technology useful

Benefits

-  Annual salary – based on experience
-  Range $40K-60K
-  Company health insurance package
-  Retirement plan
-  Outstanding benefits

This is an immediate opening for the well-qualified candidate.

Send resume to donc@jdapos.com or mail to:
J.D. Associates
80 Erdman Way, Suite 300
Leominster, MA 01453