What are the responsibilities and job description for the Service Desk Technician position at Crate & Barrel?
Overview
We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.
We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Service Dest Technician.
The Service and Operations Desk Technician acts as the single point of contact for all technology services across the organization and provides first level support for associates and systems. This team provides the “eyes and ears” for the network, ensures production operations run as planned, and provides first contact for all end user issues.
What You'll Do...
- Provide support for technology incidents and work orders.
- Open/Close incidents and work orders in incident tracking tool (Jira).
- Own and update all incidents and work orders received. Acknowledging, remediating, or escalating any system, networking, database, application, or end user issues as they arise on your shift.
- Troubleshoot to resolution where possible. Only escalate where time consumed to resolve goes beyond reasonable levels; priority/volume dictates the need; when typical methods/measures are exhausted; or if physical presence is required.
- Keep associates updated on the status of their tickets.
- Ensure follow-up is performed by level 2/3 support.
- Escalate issues that appear to be linked to larger level problems or have high levels of impact to the organization.
- Meet all productivity and quality goals measured by the department.
- Highlight areas of improvement and repeatable tasks that should be a target for automation.
- Additional Tasks as Assigned:
- Execute AS/400 procedures which are manual in nature
- Monitor our enterprise job scheduler for alerts
- Conduct, monitor and remediate backups within the enterprise
- Execute production program promotions and participate in large-scale software implementations and/or system upgrades
- Create, edit and submit knowledge base documentation and content
- Performance basic client and system administration activities
- Mentor new associates on technical issues
What You'll Bring...
- Technical Degree (Associates or bachelors) or demonstration of equivalent background and/or knowledge
- A minimum of 1 year experience working in a technical support environment
- A high level of technical acumen and abilities troubleshoot technical issues to resolution
- The ability to use various tools to resolve system and end user issues
- Knowledge of networking, system administration, security, and end user technologies
- Knowledge of scripting and automation preferred
- Knowledge of ITIL best practices preferred (Incident, problem, change, release)
- Good interpersonal skills and a passion for resolving issues in a timely fashion and delighting customers
- Good oral and written communication skills
- Ability to multi-task in a high-volume environment
- Ability to work different shifts to accommodate fluctuations in call volume
- Strong reading and written language skills (English)
