At Hot Topic, we’re passionate about creativity and high performance. Our success comes from high-caliber teams that love our product and have a tenacious approach to learning. Supporting our retail stores, our IT Help Desk team keeps the signals flowing by responding to telephone calls, email and personnel requests. Researching and resolving technical problems as well as tracks and monitors issues to ensure a timely resolution. This role reports into the Manager of Help Desk. 

This position is located in the City of Industry, California corporate office.

Pay range starting at $20/hr - $23/hr.

Please note the pay range for this position starts as listed in the job posting, but other factors such as an individual’s education, location, meeting the minimum job requirements for the role, training and experience, will determine the final salary for potential new hires.

What you'll do:

• Ensure timely and effective resolution to all Helpdesk calls by providing technical and procedural support.
• Monitor ticket queues and assigns them timely and accurately.
• Identify trends that affect call volumes and makes the Helpdesk staff and manger aware of them.
• Serve as an initial point of contact on team support and technical issues.
• Coordinate issue resolution with other support areas, as required.
• Maintain accurate applications and business processes documentation.
• Provide feedback and suggestions to improve Help Desk business process.

What you'll need:

• Minimum of 1-2 years of experience in help desk support, or education with related certifications.
• Technical knowledge of the following: Microsoft Windows & Apple OS X operating systems, MS Office, mobile device management.
• Demonstrates a dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly.
• Demonstrates the ability to work independently and on a team.
• Ability to meets deadlines and prioritize tickets appropriately.
• Knowledge of POS or experience with incident tracking software (BMC Track-It) is a plus!