XTN-37C9827 | IT TECHNIICIAN

Act as customer advocate, triaging, and resolving issues ranging from password resets to store outages, firewall and routing issues, software bugs and feature requests. Escalate support issues to appropriate personnel. Work closely with Operation Support Analyst II’s on troubleshooting complicated support issues and building skill set.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond to user requests that come in via phone and ticketing system
• Resolve requests and when needed, escalate to appropriate personnel.
• Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner.
• Document and summarize interactions with end users accurately for tracking and reporting purposes.
• Troubleshoot and support proprietary software programs as well as third party software and applications.
• Troubleshoot hardware located in the retail environment.
• Work with members of Operations Support on projects and special initiatives.
• Support of Windows 11 and Apple operating systems.

Competencies

• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Results Orientation: Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
• Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.
• Usage of Technical Expertise:

Preferred Education and Experience

• AS degree in technical field.
• Exceptional customer service skills.
• Minimum one year of verifiable technology support.
• Industry certifications a plus.
• Ability to deal with stress and changing priorities.
• Basic understanding of firewall and routing technologies.
• Strong troubleshooting skills.
• Familiar with Microsoft operating systems.
• Basic knowledge of Active Directory.
• Basic knowledge of DNS.