Desktop Support / Second Level Help Desk (End User Support in our Stores)

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  • The incumbent will be traveling throughout Hawaii supporting our deskops, and peripheral equipment in our retails stores and one small office.
  • Provide IT support to Verizon Wireless retail stores including systems support of Bill Payment Kiosks (working with the vendors for this), iPad POS tablets, Desktop POS, POS peripheral devices, security cameras, backup power systems (UPS), desktops, laptops, My Verizon Express systems, Routers, switches, network backup solutions, Cisco VoIP phones.
  • Provide IT support to Verizon Wireless users in local business offices including software, desktops, laptops, printing, scanning, WiFi, routers, switches, phones.
  • Provide quick and thorough trouble ticket resolution within SLA for hardware, software and network connectivity problems.
  • Provide timely and thorough completion of Customer Service Requests (ACSRs) within SLA related to new equipment installations and software requests.
  • Work with business partners to understand their technologies, procedures and operations. Recognizes issues and proactively pursues solutions.
  • Management and execution of project activities such as hardware and software deployments/refresh, new store builds/remodels/closures/relocations, deployment of new systems and technologies.
  • Inventory Management and logistics associated with hardware handling.
  • Travel to other locations/islands within the Hawaii market as required.
  • On-call rotation both during traditional and non-traditional hours required.
  • May acts as a regional subject matter expert or be involved with formal business partnership teams.
  • Supports other IT department initiatives, tools and procedures as well as interfaces with EUS team leads, Management, Planning and Engineering, Help Desk, and other Verizon Wireless support groups.


  • 3+ yrs of Desktop / Laptop support in a large networked environment with some experience in network administration (LAN and WAN)
  • A big plus would be Knowledge of retail store systems including Bill Payment Kiosks, iPad POS tablets, Desktop Point of Sale, POS peripheral devices, security cameras, backup power systems (UPS), , Cisco VoIP phones.
  • Strong knowledge and experience with office and support software such as MS Office, Meeting Place, WebEx, Afaria, Dameware, EMP, Trend, Citrix, etc.
  • Strong knowledge and experience with hardware support on desktops and laptops.
  • Experience with imaging, software deployment and encryption tools.
  • Understands TCP/IP fundamentals and basic networking protocols including WiFi
  • 2+ years experience with configuration and troubleshooting on Windows 7 OS
  • Experience with Apple support a plus.
  • Experience with router and switch support (hardware) a plus.
  • Must be able to interact with all users in a professional manner on a daily basis.
  • Excellent interpersonal skills and the ability to engage with all levels of management.
  • Excellent organizational and communication skills.
  • Works independently and as part of a larger team with general supervision.
  • Must be able to work varying hours to support project work and critical issue resolution.
  • Associates Degree required
  • A+ certification highly desirable
  • Network+ certification highly desirable

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.