TIME FRAME: ALL JAZZ FEST EVENT DAYS

April 24 to May 4, 2025

POSITION SUMMARY:  Help desk is the first level of support, and response for Cashless staff troubleshooting. This entry level position reports to the Cashless Coordinator and the Director of Merchandising. This individual will be responsible for responding to first level help desk calls, assigning tickets to other agents, and escalating tickets to Cashless and Merchandising Administrators as needed.

ESSENTIAL FUNCTIONS: 

• Field calls from Food & Beverage Vendors, Merchandising Booths and Crafts Area Points of Contact.
• Troubleshoot frequently occurring POS issues to offer technical support by phone.
• Monitor and respond quickly and effectively to requests received through the Cashless help desk (text threads, Help Desk Phone) then forward technical support issues that cannot be addressed by the Help Desk to the appropriate Cashless staff on field.
• Maintain close contact with Cashless Coordinator throughout event days.
• Communicate with Cashless Coordinator on any emergency or systemic issues as they present themselves
• Escalates critical issues through the Cashless Coordinator.
• Document internal procedures for future troubleshooting.
• Document and maintain call logs for ongoing analysis and troubleshooting.
• Track and route problems and requests, and document resolutions
• Always ensure that someone is in the office to answer the phone.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• Proficient in Microsoft desktop operating systems and Mac OS.
• Proficient in Microsoft Office and standard desktop applications.
• Strong knowledge of computer hardware, desktops, and laptops.
• Experience with diagnostic utilities for troubleshooting.
• Excellent customer service skills.
• Strong verbal, written, and interpersonal communication.
• Skilled in analysis, troubleshooting, and problem-solving.
• Strong organization, multitasking, and project management.
• Self-motivated and able to work independently.
• Detail-oriented and collaborative team player.
• Ability to build effective working relationships across departments.

REQUIREMENTS:

• It is the responsibility of each employee and their supervisor to accurately report their absenteeism to the Festival Concession Office.
• Must maintain confidentiality regarding sensitive issues.
• Any document, computer program, design, or other intellectual property created for the Jazz Festival belongs to the Jazz Festival and must be given to the Festival through your supervisor or departmental head at the end of each production year, or upon request.
• Must complete all required Feedback Forms and Final Reports.
• Perform other work-related duties as assigned.