Service Desk Technician

External Ocean State Job Lot • North Kingstown, RI

5d

About The Position

The Service Desk Technician provides front-line technical support across Ocean State Job Lot’s retail stores, corporate offices, and Distribution Center. The technician serves as a primary point of contact for issues submitted by phone through the 8x8 platform, chat, and ServiceNow IT Service Management. The role supports Windows, ChromeOS, and Android endpoints, retail point-of-sale systems, and related equipment, while delivering a high-quality user experience.

The technician manages incidents and tickets from intake through resolution or escalation, supports endpoint and asset lifecycles, and assists with Google Workspace administration, user access provisioning, IT projects, and knowledge-base documentation. The role works in a climate-controlled office environment, with an assigned schedule that includes one weekend day and one evening shift until 11:00 PM.

Requirements

• At least 1 year of hands-on technical support experience troubleshooting hardware, operating systems, and basic networking infrastructure in an enterprise environment.
• Strong proficiency supporting Google Workspace applications and managing Windows, Android, and ChromeOS devices.
• Exceptional verbal and written communication skills.

Nice To Haves

• Associate’s or bachelor’s degree in Management Information Systems or an IT-related field, or equivalent professional certifications such as CompTIA A+, Network+, Google IT Support, or ITIL Foundation.
• Experience with ServiceNow or a similar enterprise ITSM tool and cloud-based phone systems such as 8x8.
• Experience troubleshooting point-of-sale solutions and retail peripheral hardware.
• Bilingual fluency in Spanish.

Responsibilities

• Serve as the first point of contact for hardware, software, network, and peripheral issues across stores, corporate offices, and the Distribution Center.
• Triage, prioritize, and categorize incoming contacts through the 8x8 telephony platform and ServiceNow self-service queues, following ITIL-based incident-management workflows.
• Support, troubleshoot, and configure Windows laptops and desktops, ChromeOS devices, Android enterprise mobile devices, printers, and other equipment, remotely and onsite.
• Provide front-line diagnostic support for point-of-sale software, registers, scanners, and retail peripheral hardware.
• Own tickets through their lifecycle, document troubleshooting in ServiceNow, and escalate unresolved issues to Tier 2 teams as needed.
• Coordinate and track hardware deployments, software installations, system upgrades, and hardware decommissioning using ServiceNow.
• Process returned IT assets from stores, conduct quality checks and data sanitization, and facilitate repairs or vendor returns.
• Maintain an accurate hardware and software asset inventory in ServiceNow.
• Administer and support Google Workspace applications and user accounts.
• Assist system administrators and infrastructure teams with routine IT projects, system maintenance, and user access provisioning.
• Create internal ServiceNow knowledge-base articles to support troubleshooting workflows and end-user self-service.

Benefits

• Competitive paid time off (PTO).
• Medical, dental, and vision coverage.
• 401(k) program.
• Flexible Spending Account (FSA).
• Tuition reimbursement.
• 30% associate store discount.
• Complimentary access to OSJL-owned vacation properties.
• Discounted gym memberships.
• 30% off at OSJL-affiliated restaurants.
• Free lunch Fridays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed