Provide advanced technical support to all J.Crew, J.Crew Factory, and Madewell stores and work closely with Store Operations and various IT departments on technical projects.

Listed salary ranges may vary based on qualifications, experience, and local market.

Daily tasks will include:

• 
  Prioritize, evaluate, and resolve incoming tickets utilizing BMC Helix software ensuring tickets are updated on a daily basis and worklogs are sent to stores.
• Answer escalation emails/chats from Store Operations and field leaders.
• Provide hardware/software support to our fleet of registers, PCs, phone systems, mobile devices, network systems, etc.
• Utilize VNC, Airwatch, Meraki, etc. to troubleshoot store systems.
• Track recurring issues across multiple stores and partner with Store Operations and IT departments for long term solutions.
• Write/update knowledgebase articles for both L1 and L2 teams to ensure all team members have consistent knowledge on how to resolve issues stores may experience.
• Partners with POS Apps, POS L2, Network Services, WinOps, etc. on tickets that cannot be resolved by troubleshooting steps in L2 knowledgebase.

• High school diploma or equivalent required
• Prior Help Desk / Desk Side experience
• Advanced triaging and troubleshooting L2 Networking issues
• Requires excellent customer service skills
• Solid foundation of Personal Computer experience
• Excellent troubleshooting capability
• In depth knowledge of desktop productivity products
• Ability to work in a team environment
• Proven ability to remain flexible in a changing environment
• Attendance and schedule adherence are requirements of this position
• May require additional project-specific training
• Experience troubleshooting printers
• Office 365 experience
• Experience with Mobile Device Management
• Experience supporting retail environment - software, hardware, culture
• SQL knowledge preferred