Service Desk Technician II; POC

Position: Service Desk Technician II (POC)
Purpose:

This position supports the company with enterprise-wide responsibilities for IT Service Desk support, network administration support, IT hardware support, and Windows applications support. This role will develop advanced technical and business process skills to prepare for expanded roles within the enterprise. Provide store regional oversight, providing trends, patterns, and recommendations for the assignment area. Provides support to Associate and Service Desk Technician I team members, serving as level II escalation point.

Minimum Eligibility Requirements:

BS or BA degree in Computer Science (Relevant experience can be substituted for the required education based on one calendar year of experience for one academic year of education)2-5 years of IT Service Desk experience or technical contact center, or an equivalent combination of education and experience sufficient to perform the essential functions of the job, as determined by the company

Advanced knowledge of Microsoft Exchange, Office 365, and Active Directory Management Solid knowledge of Cisco Call Manager, Cisco Unity and Five 9

Advanced knowledge of Microsoft Office Suite Strong understanding of server backup software and virtual server environments is a plus

Must be able to adapt to an ever-changing technological environment

Possess intermediate project management skills

Ability to work effectively and efficiently in a team environment

Excellent communication skills in various environments (written, virtual and in-person communication)
Must be a creative and critical thinker

Ability to assist in team prioritization and work through end users’ issues, providing continuous feedback related to resolution

Proactively develop solutions to common incidents

Willingness to work a flexible schedule

Meet the job requirements of the Service Desk Technician I role

This role is primarily remote, requires a minimum of 1 day in the office per week

May require in office collaboration

Rotating Shift Requirements:

The candidate must be flexible to work a rotating weekend on-call schedule.

Essential Job Functions:

Subject matter expert in end-user mobile device solutions (i.e., Air Watch) with ability to configure, troubleshoot and lead training

Ability to identify, learn and gain experience with a specialized IT or business process area Assist in the planning and developing of IT teamwork schedule, using applicable scheduling tools

Follow process flow and support documentation for areas of responsibility

Respond to IT Service Desk inquiries and record all inquiries in Service Now Resolve IT Service Desk inquiries or when required escalate the issue

Provide maintenance related to company IT assets (i.e., printers, PC’s, routers, etc.) through the issuance of trouble tickets to vendors, directing the end user through repairs or personally completing the repair

Assist in management of exchange servers, shared drives, and other miscellaneous servers

Assist with new store setup and retrofits as required (including wiring, PC configuration, network, and phone configuration, etc.)Complete configuration and setup of laptops, PC’s, cell phones, voice mail and IP phones. Includes restoration of PC’s impacted by virus and spyware intrusion

Assist in the system/hardware support of Kronos and time clocks

Provide input in the development of IT Service Desk strategy and tactics for the company, including policies, procedures, etc.

Serve is primary point of contact to Associate and Service Desk Technician I, during working hours

Provides IT support for a defined region(s)
Schedule and facilitate monthly touch base with store SDRO’s, DOD’s, CEMs (Chief Executive Merchant) and/or OPS manager, in dedicated region, to review regional performance and historical data Identify and report trends, conduct daily review of store and regional cases

Serve as POC for regional escalations

Triage unresolved cases and assign to the correct Divisional/Regional team Conduct monthly regional review with IT Service Desk leadership team, generate dashboards in Service Now Attend  the Regional Quarterly Business review;

Conduct annual store walks-TBDConduct recurring ticket audits of Associate and Service…