Pos Support AnalystLocation: Seattle, WA or RemoteDuration: 12+ MonthsRole Experience Needed:Experience installing, upgrading troubleshooting, and handling POS break/fix issuesExperience with Audio Visual components and video conference room systemsStrong PC and other hardware technical skills (Setup, Configuration, and Troubleshooting)Expert knowledge of Windows 7/10 operating systemsExperience in different tools like VNC, Remedy/Service Now, Marimba, PowerShell Scripting, Splunk, PagerDutyWorking knowledge of current mobile and tablet technologiesKnowledge of networking principles and remote access technologies ability to understand the store network & interdependenciesNavigate remotely on Power connection, interface cables, and internal wirings for both front offices as well as in the back office.Experience in collaboratively working with field technicians to new installation/replacement of hardware, cables, wiring, and deployment of new imagesExperience in building the KBA/SoP for the teamExperience in analyzing logs to address the issues & to identify and document the root causesAbility to provide support in a high-paced customer-focused environmentAbility to successfully manage multiple priorities at a timeExcellent team player who collaborates well with othersStrong written and verbal communication skills including excellent phone support skillsGood interpersonal skills, working with non-technical resources to resolve technical issues.Pro-active self-starter that seeks out information and is able to work independentlyAbility to estimate your workload, provide accurate timelines and meet deadlinesStrong attention to detail, critical thinking, and quick learnerRole Description:Support POS hardware, networking, and troubleshoot issues (HP RP9, Toshiba Wave, PEDs, Epson/Bixolon labeler, Digital Order Manager, HP Elite800 AiO, HP DL20)Support POS software, device driver, operating system (windows 7/10, Symphony PoS)Support AV/Video/Display components in the retail Café & Drive through storesEvening and weekend support needed on a rotation basisWork with Help Desk and Application team members on POS deployments, software upgrades, troubleshooting issues, and other special projects as neededEnsures quality customer service is provided at all times and refers more complex user problems to appropriate second or third-level support groups for follow-up and resolution.Monitors daily workflow of the Service Desk team during assigned shifts and delegates tasks as necessary to ensure completion within established service level agreements.Provides continuous on-call support for critical user problems.Provides input to Enterprise Help Desk (EHD) supervisors and managers for improvements in departmental processes and procedures.