Lead Support Tech

in Coon Rapids, MN

(Regular Full Time)

Please fill out this quick questionnaire: (minimum requirements for this position)
Are you a current or previous employee of HOM Furniture, Inc?
Are you authorized to work in the United States?
Are you available to work weekends?

List of available schedules for the above position:
Work Days Shift Schedule Details Pay Range Pay Type
Mon, Tue, Wed, Thu, Fri open Hourly

Do you have a unique understanding of current technology?  Are you good at investigating and resolving different technology problems?  If this sounds like something you enjoy, HOM furniture wants YOU!! The position of the IS Support Tech works to solve any problems that should arise with PBX Systems, Pagers, Terminals, PC's, Printers, Email, Voicemail, IBM iSeries Support, and Automatic Call Distribution. In order to support the needs of our retail showrooms, this schedule will include working some evenings and weekends.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This individual must be at least 18 years of age. This is an internal customer service position and requires patience, cheerfulness and enthusiasm when helping employees resolve issues. As this is a fast-paced retail environment, time is of the essence in getting issues resolved, particularly on weekends and evenings when the bulk of shopper business is conducted. The ideal candidate has hands-on experience with: - Windows and Linux PC and server environments - VMWare and virtual servers - HP switches and routers - MPLS telecommunications networks - Printer and copier maintenance - Lotus and Exchange mail servers and applications - IBM iSeries and Domino systems and applications - Phone systems - Mobile devices (smartphones and tablets) - PC and laptop maintenance - Reliable transportation is required for occasional travel to other locations
Essential Duties and Responsibilities

Essential duties and responsibilities include the following. Other duties may be assigned.

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Schedule is primarily Monday to Friday but, on a rotating basis, will require evening and weekend after hours support duties. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
  • Determines whether problem is caused by software or hardware such as modem, printer, cables, or telephone. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. Installs personal computers, software, and peripheral equipment.
  • Consults with programmers to explain software errors or to recommend changes to programs.
  • Calls software and hardware vendors to request service regarding defective products.
  • Writes or revises training manual and procedures
  • Help support Techs when needed or assigned.
  • Complete all additional work/projects as assigned by management.
  • Direct employees to ensure that tasks are completed correctly and in a timely manner.
  • Carries out responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include: training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
Education and/or Experience
Must have a high school diploma or general education degree (GED). Experience with install and upgrading software and hardware is helpful.
Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Must effectively demonstrate the ability to communicate in English, both verbally and in written format.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand for sustained periods of time, move about on foot to accomplish tasks, use spoken word to communicate, and perceive the nature of sounds at normal speaking levels with or without correction.

The employee is occasionally required to sit or remain in a stationary position for extended periods of time; use hands to handle or feel objects with either the entire hand or fingers, including typing. Reach with hands and arms in any direction, ascend and descend ladders and stairs using feet and legs and/or hands and arms. Stooping by bending downward and forward by bending at the waist, kneeling or bending at the knees to come to a rest on knee or knees, crouching by bending the body downward and forward, or crawling by moving about on hands or hands and feet. The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close visual acuity to perform activities such as: preparing and analyzing data or figures, transcribing, viewing a computer terminal, extensive reading, visual inspection involving small defects, and using measurement devices.

Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.