YOUR IMPACT

The primary purpose of this role is to provide level one technical support to resolve commonly reported, semi-complex problems with technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in stores, supply chain facilities, and corporate office locations. This role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet department and business needs.

MINIMUM QUALIFICATIONS

• 2 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
• 2 years of experience providing first level support for IT systems in a corporate setting, including diagnosing, troubleshooting, and resolving incidents
• High school diploma or GED

PREFERRED SKILLS/EDUCATION

• 2 years of experience working with defect or incident tracking software
• 2 years of experience in software installation and support
• 2 years of IT experience in the retail industry
• CompTIA A+ Certification
• Associate’s degree in computer science, computer information systems, or related field

• Provide first level technical support to resolve problems with products and applications by meeting customer service, call quality, and incident logging standards.
• Perform tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system.
• Analyze and prioritize incoming requests. Attempt to resolve problems by applying documented solutions and route problems as necessary to appropriate resource.
• Monitor resolution of incidents to achieve closure and provide status updates to associates and technical support team.
• Perform and document break/fix repairs on PCs, thin clients, printers, servers, mobile devices, handheld devices, and software applications to resolve incidents.
• Initiate and support third-party vendor services, as necessary. Dispatch additional service from vendors, if required.