IT Service Desk Technician
About The Position
At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better. OverviewThe IT Service Desk Technician is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate, retail, and distribution centers. This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users and deliver the highest level of customer service. Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.
Requirements
- Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.
- Proven experience as an IT Support Technician or similar role.
- Strong understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills and the ability to provide step-by-step technical help, both written and verbal.
- Ability to prioritize, manage and meet deadlines.
- Effectively manage time and operate with sense of urgency.
- Adjust quickly to changing priorities and conditions.
- Cope effectively with complexity and change.
Nice To Haves
- Certifications such as CompTIA A+, Microsoft Certified IT Professional, or similar is an advantage.
Responsibilities
- Provide support for all IT-related issues across retail locations, distribution centers, and corporate offices.
- Troubleshoot hardware and software issues on various devices including PCs, laptops, mobile devices, and point-of-sale (POS) systems.
- Maintain asset inventory per defined processes.
- Manage various application access permissions.
- Document incidents and resolutions in detail within the ITSM system.
- Develop and maintain standard operating procedures.
- Deliver training sessions on the use of IT equipment and software applications, striving to reduce the volume of user errors and support tickets.
- Build user-friendly guides and resources for common issues to empower users to resolve minor issues independently.
- Support IT & business-led project implementations, including new software deployments and hardware upgrades.
- Collaborate with project teams to ensure that IT infrastructure and services align with business goals and project timelines.
- Assist in the testing and evaluation of new technology solutions to support business initiatives.
Benefits
- This position is eligible to participate in a company incentive program.
- This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
