Position Summary:

The IT Support Technician role interacts daily with end users at the store and corporate facility. The primary objective of this role to provide immediate front line support to users that are facing IT and Facility issues. The candidate must possess a consistent positive attitude and a drive to provide world class customer service.

Responsibilities:

• Responsible for providing front line support to store and corporate end users with a wide variety of IT and facilities issues
• Responsible for the triage, support and timely follow up on critical issues
• Responsible for performing routine follow up on open issues using standardized processes
• Responsible for participating in the parts shipping and replenishment process for Store and Desktop parts
• Demonstrate ability to independently work on projects as assigned
• Demonstrate ability to learn additional roles and responsibilities including Store IT Support, Desktop Support, Computer Room Support and Off Hours Facilities Support
• Must provide on-call support on a rotational basis

Working Relationships: The IT Support Technician will be responsible for working with a variety of internal groups and external vendors to coordinate and provide parts, service and support to our end user community. These relationships are critical to meeting support expectations.

Minimum Education: High School Diploma, GED, Some Technical Coursework

Preferred Education: Associates or Bachelor’s Degree

Minimum Experience: Knowledge of Microsoft based operating systems. Knowledge of Microsoft Word and Excel. Basic understanding of Desktop, Laptop and peripheral IT hardware set-up and configuration.

Preferred Experience: Experience working in a call center environment using call logging software. Experience using outlook within a network environment.

Licenses/Certifications: None

Soft Skills: The following is required: excellent verbal and written communication skills; ability to understand customer / end-user needs and translate them into technical terms; exhibited troubleshooting and problem solving skills; the ability to explain technical issues to non-technical users; solid time management and organizational skills; excellent attention to detail; and, ability to work well in a team environment.

Other: Physical Must be able to lift 0-50 lbs

Travel: 0-5%

Hours & Conditions: Open availability 1st, 2nd & 3rd shift Other Other