Description

Lifetouch has an exciting opportunity for a Help Desk Technician to join our team. This is a seasonal opportunity but will have the potential for extension based on performance. This role includes competitive pay, paid training and the ability to support a national company! Guaranteed 20 hours a week and potential to work additional hours depending on work load.

Lifetouch National School Studios Inc., a Shutterfly Inc. company, is an industry-leader with operations in all 50 states and Canada. Employees enjoy our fast-paced, collaborative culture and the ability to directly impact our business.

As a member of the Help Desk team, the Technical Support Representative, fields inquiries from end users to answer questions and resolve technical issues. Acting with a sense of urgency, they provide excellent customer service to ensure expected services levels are achieved or exceeded.

Primary Duties and Responsibilities
  • Performs equipment (e.g., camera, props, computer) kitting/assembly and shipping support for Preschool business line.
  • Provides technical (e.g., computer, camera, lighting, proprietary software, hosted solutions, telecommunications) support to employees, logging issues accurately and escalating, as necessary.
  • Uses call tracking software efficiently and accurately to document calls.
  • Provides professional customer service by answering call promptly, speaking clearly, checking for understanding, offering solutions or additional assistance, and working efficiently.
  • Demonstrates clear and timely communication to the end users and within the team.
  • Analyzes issues to determine root cause and implements fixes to minimize operational interruption.
  • Performs equipment repair or maintenance work.
  • Takes initiative to resolve internal customer experience issues, in a customer-focused manner.
  • Safe-guards all customer, employee and company proprietary and personal information ensuring customer and employee data is kept confidential at all times.
Additional Duties and Responsibilities
  • Creates and maintains documentation for user support, troubleshooting and reference.
  • Performs other projects or miscellaneous duties as requested or assigned.
Education
  • High School Diploma or GED. Post-secondary education, preferred.
  • The function specialty certification (e.g., A+, Network +), preferred.
Experience
  • 1-2 years in technical support function or related experience.
Other (knowledge, skills, and abilities):
  • Ability to work a varied schedule including days, nights, holidays and weekends, as needed, as well as a rotating on-call schedule.
  • Strong interpersonal and collaboration skills.
  • Strong computer skills (e.g., navigation, data entry), including Microsoft Outlook.
  • Strong communication skills (written, verbal and listening).
  • Good project management skills.
  • Detail oriented in the execution and follow-up of work.
  • Critical thinking and problem solving skills.
  • Ability to balance and execute against multiple projects/priorities simultaneously.
  • Takes initiative.