Service Desk Technician

Role Overview

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 Service Now.

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.

Strong triage skills, ability to ask effective questions, assess priority and business impact, and escalating appropriately. Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical users.

• 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
• Ability to deliver high-quality, phone-based technical support
• Exceptional customer service skills
• Intermediate proficiency with Microsoft technologies
• Experience with enterprise service desk and ITSM platforms
• Working knowledge of TCP/IP fundamentals, network layering, and common connectivity troubleshooting
• Hands-on experience with, or the aptitude to quickly learn, systems including Microsoft SCCM, Okta, Zoom Telephony, Workday, and point-of-sale (POS) systems

• Bonus opportunities & career advancement opportunities at every level
• 401k with company match
• Employee Stock Purchase Plan
• Referral Bonus Program
• Medical, Dental, Vision, Life, and other Insurance Plans
• Paid vacation and sick time for eligible associates
• Paid holidays plus a personal holiday
• Paid Volunteer Time Off that starts on Day 1