Service Desk Technician

As a key member of the IT Service Delivery Store Support team, this position supports end users’ enterprise-wide - across stores, distribution centers, and corporate offices - triaging and resolving incoming issues through ServiceNow., * Respond to incoming store support issues and requests via ticketing system, phone, email, and in person, serving end users across stores, distribution centers, and corporate offices

• Troubleshoot and resolve first-level technical issues, escalating to appropriate teams, when necessary, while accurately recording, responding to, and resolving all store support inquiries within the ticketing system (ServiceNow) and maintaining complete, up-to-date documentation
• Provide end users with timely, proactive status updates on their issues and requests through resolution
• Deliver end-user support for company systems and services, including network and system access (Okta), Office 365 and Microsoft applications, Zoom Telephony, mobile devices, and hardware such as printers, PCs, and network equipment - by completing repairs directly, guiding end users through resolution steps
• Support and troubleshoot point-of-sale (POS) systems and POS peripherals - including receipt printers, payment terminals, cash drawers, and barcode scanners - to minimize downtime and maintain store operations
• Provide support for Zebra mobile devices and Zebra scan guns, including device configuration, connectivity troubleshooting, application support, and coordination of repairs or replacements
• Configure and support multi-factor authentication (MFA) enrollment for end users to ensure compliance with organizational security standards
• Diagnose, troubleshoot, and resolve issues involving monitors, keyboards, mice, and headsets
• Assist in the administration of servers and shared drives, including access management and routine maintenance
• Work assigned shifts based on business needs, which may include days, evenings, and weekends

• Associate or bachelor’s degree in information technology or a related field; 1-2 years of equivalent IT support, help desk, or service desk experience may be substituted for education
• Ability to deliver high-quality, phone-based technical support (approximately 90% of the role), with additional support provided via ticketing system and email.
• Exceptional customer service skills with a positive, professional demeanor when supporting end users across stores and distribution centers
• Intermediate proficiency with Microsoft technologies, including Windows operating systems, Office 365 administration and troubleshooting, and the Office Suite
• Experience with enterprise service desk and ITSM platforms such as ServiceNow and Jira, including accurate ticket documentation, triage, and resolution tracking
• Working knowledge of TCP/IP fundamentals, network layering, and common connectivity troubleshooting; familiarity with Cisco Meraki a plus
• Hands-on experience with, or the aptitude to quickly learn, systems including Microsoft SCCM, Okta, Zoom Telephony, Workday, and point-of-sale (POS) systems
• Ability to support and maintain end-user hardware, including PCs, printers, IP phones, mobile devices, and paging systems, whether directly, by guiding the end user, or by coordinating with vendors
• Strong triage skills: able to ask effective questions, assess priority and business impact, and escalate appropriately
• Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical users and provide timely status updates through resolution
• Effective task management and organizational skills, including following and documenting established process flows
• Analytical and creative problem-solver who adapts quickly to an evolving technology environment
• Collaborative team player who works efficiently both independently and in group settings
• Availability to work a flexible schedule, including days, evenings, and weekends, based on business needs
• Willingness to perform additional duties as assigned, Sedentary Work - Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Pulled from the full job description

• Referral program
• Employee stock purchase plan
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Benefits & Rewards

Bonus opportunities & career advancement opportunities at every level

Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program

Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)

Work-life balance, including:

• Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1