Technical Coordinator II

Our values start with our people, join a team that values you!

Bring your talents to Ross, our leading off‑price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high‑quality brands and on‑trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.

As part of our team, you will experience:

• Success. Our winning team pursues excellence while learning and evolving
• Career growth. We develop industry leading talent because Ross grows when our people grow
• Teamwork. We work together to solve the hard problems and find the right solution
• Our commitment to Diversity, Equality & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2025 revenues of $22.8 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

The Technical Services Coordinator II is responsible for initial issue triage, reporting, and providing general support to Ross business units. The coordinator will quickly and accurately determine issue scope and impact to ensure that incidents are provided the correct visibility according to the department defined Service Level Agreements. The coordinator will provide customer service and support for all Ross personnel and IT infrastructure‑related services.

The coordinator will be responsible for creating, maintaining and closing IT tickets through appropriate troubleshooting and note‑taking, providing status updates as needed. All system failures will follow troubleshooting processes or be escalated to the responsible support group or vendor when necessary.

The base pay range for this role is $22.93 - $37.07. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

• Primary responsibility is to respond to and resolve customer support requests and IT service‑related issues. The position requires timely resolution of requests in accordance with policy guidelines, and adherence to department standards; prioritization of support for situations requiring expedited service and following through on defined escalation procedures when appropriate. Responsible for thorough and appropriate ticket documentation and management while escalating as required to Tier 2 and 3 support teams and vendors.

  • Independently resolve a wide array of IT service incidents, requiring technical knowledge to analyze and troubleshoot issues. Ability to interpret system‑generated events and manage issues according to operating guidelines and procedures.
  • Maintain and update department documents based on evolving processes, guidelines, and procedures.
  • Support the transition of new IT processes and systems as they enter the production environment.

• ITIL Process and Incident Management

  • Strong written and verbal communication
  • Time‑bound service level agreements for engagement
  • Engaging appropriate resources
  • Escalating to the appropriate resources/vendors
  • Coordinating meetings/conference bridges with supporting resources
  • Multi‑tasking

• Ticket Management

  • Ability to manage multiple incidents
  • Document thoroughly
  • Route to the supporting groups
  • Escalate based on service level agreements

• Problem Management

  • Identify Trends
  • Create problem issues and assign to the appropriate support group
  • Engage Support teams for remediation
  • Communicate to management teams.

• Documentation

  • Engage appropriate resources to update documented processes
  • Utilize Knowledgebase

• Some knowledge of Network devices

  • Cisco switches, routers,…