IT Corporate Support Technician

JD Finish Line • Indianapolis, IN

1d • Onsite

About The Position

The purpose of this position is to perform the day-to-day investigation and resolution to ensure proper functionality of all information technology. This individual should effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility, performing the following key duties: Addresses and resolves incidents and requests reported to IT Support Services by internal, external, or third-party customers based on first call resolution service level agreement. Remotes into various user or site equipment for advanced investigations and troubleshooting. Logs all incidents and requests into tracking tool and ensures all relevant information and categories have been documented. Escalates and engages IT resources to resolve incidents that are beyond the scope of their ability or responsibility. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Grows general knowledge of supported corporate and store information, increasing ability to resolve requests on first contact. Additional duties and projects as required.

Requirements

• This position requires an Associates Degree (A.S.) in related field and 2+ years of help desk experience, or equivalent combination of education and experience.
• Should have working knowledge of MAC OS/iOS and intermediate knowledge of, Windows XP, 7, and 8,and Microsoft Office, working knowledge of SQL Database Servers, LAN and WAN networks is required.
• Should have intermediate knowledge and abilities with Microsoft Office products, and strong knowledge of computer and web/digital technologies, software, and applications.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Punctuality and regular attendance consistent with the company’s policies are required for the position.

Nice To Haves

• Previous experience in a tier 2 support or tier 3 support corporate environment preferred.
• A+, Net+, MCSA certifications are a plus.

Responsibilities

• Addresses and resolves incidents and requests reported to IT Support Services by internal, external, or third-party customers based on first call resolution service level agreement.
• Remotes into various user or site equipment for advanced investigations and troubleshooting.
• Logs all incidents and requests into tracking tool and ensures all relevant information and categories have been documented.
• Escalates and engages IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Grows general knowledge of supported corporate and store information, increasing ability to resolve requests on first contact.
• Additional duties and projects as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees