POS Support AnalystLocation: Seattle, WA Remote (PST Time) Duration: 6 months Rate: DOE Work Authorization - USC, GC, GC-EAD, H4EAD, L2EAD, TNRole 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 the front office as well as in the back officeExperience in collaboratively working with field technicians on 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 issuesPro-active self-starter that seeks out information and can 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 (Client RP9, Toshiba Wave, PEDs, Epson/Bixolon labeler, Digital Order Manager, Client Elite800 AiO, Client DL20)Support POS software, device driver, and operating system (windows 7/10, Symphony PoS)Support AV/Video/Display components in the retail Caf & 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 resolutionMonitors daily workflow of the Service Desk team during assigned shifts and delegates tasks as necessary to ensure completion within established service level agreementsProvides continuous on-call support for critical user problemsProvides input to Enterprise Help Desk (EHD) supervisors and manager for improvements in departmental processes and procedures