Kirkland's

Help Desk Technician

Location US-TN-Jackson
Job ID
2025-23141
Location
Jackson, TN (JSSC)
Category
Information Technology

Overview

The Help Desk Technician I serves as the initial point of contact for store and corporate users seeking guidance or technical assistance with computer systems, software, hardware, and other IT-related issues. This role is responsible for providing prompt, courteous, and effective support to resolve routine technical problems and escalate complex issues to the next tier of support.

Responsibilities

  • Respond promptly to requests from store and corporate users, providing information and assisting in resolving technical issues.
  • Accurately document all incidents and requests, ensuring regular updates are communicated as necessary.
  • Escalate unresolved problems to Help Desk Technician II within established service level agreements.
  • Identify user training needs and deliver appropriate training to store and corporate personnel.
  • Maintain consistent communication with users regarding operational and production system issues.
  • Assist in coordinating the resolution of Point-of-Sale application and software system issues affecting production.
  • Provide support to systems and programming teams when required.
  • Assist in troubleshooting and resolving technical problems related to computer operations equipment for stores and corporate offices.
  • Participate in cross-training activities with immediate supervisors and peers to ensure preparedness for temporary reassignment or advancement due to extended absences or business needs.
  • Fulfill departmental requirements, including providing administrative notifications during periods of illness, vacation, or educational leave.
  • Develop and maintain service level agreements in collaboration with various user departments and business units.
  • Consistently perform at or above the organization’s established Information Technology performance standards.
  • Demonstrate a commitment to Kirkland’s core values in all professional interactions.
  • Perform additional duties as assigned to support departmental and organizational objectives.

Qualifications

  • High school diploma required. Preferred: Bachelor’s degree in computer science, business administration, or related field, or equivalent relevant work experience.
  • 1–2 years of technical experience. 
  • 1–2 years of experience in a customer service-oriented role.
  • A suitable combination of education, experience, and training that demonstrates the ability to fulfill the key responsibilities of this position will be considered.
  • Willingness and ability to work flexible shifts.
  • Familiarity with all hardware and software currently used by the store and corporate offices.
  • Proficiency in operating support tools.
  • Exceptional written and verbal communication skills. 
  • Ability to communicate effectively with individuals of varying skill levels.
  • Proficient with Microsoft Office applications.

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Kirkland's participates in E-Verify, an electronic employment verification program operated by the Department of Homeland Security (DHS) in partnership with Social Security Administration (SSA), to verify the employment eligibility of newly hired employees.

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