Description

The IT Service Center Specialist provides contact resolution for technical and procedural related issues. Contacts are in-bound and outbound in the form of calls, emails, and system alerts.

1. Handle incoming technical contacts from a variety of sources including calls, emails, instant message, and monitoring system alerts. Sources for contacts can be from Stores, Field Management, Distribution Centers, and Corporate Head Quarters.
2. Provide technical and procedural assistance to resolve wide variety of retail related issues.
3. Log detailed work in call ticketing system. Assign Incidents to appropriate teams when necessary.
4. Review Incident history to identify repeating issues to maximize time utilization.
5. Open Incidents with respective Vendors for support and replacement/repair of hardware.
6. Effectively utilizes knowledge base and other resources to resolve issues.
7. Work with other departments to resolve or escalated technical and non-technical issues.
8. Monitor LAN/WAN business networks as well as server processes.
9. Work with department leadership on organizational and cross-functional technology related projects.
10. Assists in the monitoring and scheduling of jobs to ensure optimum processing performance for all departments.

Qualification

1. Previous, IT Helpdesk or customer service experience required.
2. Retail experience required.
3. Associates Degree or equivalent work experience required.
4. One year of experience in Service Center/Help Desk or Customer Service environment required.
5. Ability to de-escalate and show empathy is highly preferred.
6. High proficiency with PC/Laptop, Mac, Printers, Mobile device- troubleshooting, repair, and diagnostics preferred.
7. Intermediate understanding of both Windows and Mac operating systems and ability to perform basic troubleshooting in both environments.
8. Working knowledge of Microsoft OS, Mac iOS, MS Office365, and understanding/experience with event monitoring preferred.
9. Excellent oral/written communication and organizational skills required.
10. Ability to be part of a lean high functioning team/family work environment.
11. Ability and skill to provide World Class ITIL Service to all incoming contacts to ensure a great experience and single contact resolution required.
12. Highly proficient with ServiceNow ITSM products is preferred.
13. Ability to classify issues as local to user or widespread as well as maintain. Maintain a sense of urgency when escalating to other internal support groups.
14. Ability to de-escalate and show empathy when a situation calls for it is highly preferred
15. Ability to work a flexible schedule including evenings, weekends, and holidays required.

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We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and loc