Resource Center Specialist

Overview

The Resource Center Specialist provides support to end-users for issues related to computer hardware & software, systems process, and store procedure across our growing store footprint, two distribution centers, and our home office. Responsibilities include resolution of issues ranging from procedural to technical in nature, coordination, and communication. This role communicates with employee stake holders at various levels of management and possess the ability to influence in the absence of direction.

This is an hourly, non-exempt position.

Position Reports To

Resource Center Manager

What We Stand For

Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with our employees, vendors, customers and communities and influence every aspect of our business.

Principal Duties and Responsibilities:

• Serves as central point of contact for employee requests from all areas of the company (Stores, Distribution Centers, and Home Office) in the following areas:
• Troubleshoots, diagnoses and then documents issues related to systems, network, and processes
• Uses monitoring systems to analyze network and system status
• Facilitates and follows-up on communication and coordination with other departments for resolution of issues
• Processes end-user systems, hardware, and software requests across the company
• Ability to quickly react and effectively communicate during the incident management process in a calm and concise manner, and lead when necessary
• Detailed logging of all relevant information from each interaction into the ITSM system
• Maintains POS-related equipment and emergency kits
• Maintains documentation and training for many procedural and technical areas of store operations
• Acting as the subject matter experts to assist in developing and writing instructions and updates to store operating procedures
• Identifies areas of opportunity and provides necessary follow-up—communication, clarification, and/or updates to procedures
• Maintains and updates Store Systems troubleshooting and quick reference guides
• Develops topics for the online knowledge base
• Manages email distribution list recipients
• Security-first mindset for internal information and transfers of privileged IT data
• Responsible for maintaining discretion related to all confidential/sensitive company and customer information
• Coordinates and participates in weekly update meetings with other areas—Store Systems, Information Systems, and Training
• Provides training to new Home Office and Distribution Center employees
• Consistently arrives promptly to work the assigned schedule
• Performs other requested tasks and duties as assigned

Experience and

Skills Required:

• Bachelor’s degree or comparable certification in technology, preferred
• At least two years of relevant experience
• Proficient with industry technology, including but not limited to Microsoft applications and operating systems, MacOS/iOS, and Android.
• Proven experience with mainstream ITSM systems such as Service Now, Remedy, etc.
• Proven technical and problem-solving skills
• Based in Dallas/Ft. Worth area
• Ability to work Weekends – Saturday and Sunday shifts required
• Ability to travel 5% a year, based on the business needs
• Ability to work in a constant state of alertness and a safe manner
• Ability to perform training in the moment for coaching opportunities with subjects related to store systems and processes
• Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs
• Knowledge of industry business and passion for following trends in the industry
• Strong time management and organizational skills with the ability to successfully manage multiple projects at once
• Possesses focused attention to detail and solid organizational and prioritization skills while…