STS Specialist - IT Operations
About The Position
This role involves direct store support, acting as a first tier for hardware troubleshooting and escalating to tier 2 services when necessary. The specialist will take action to correct or escalate emergency situations, provide resolutions by isolating problems and guiding users through corrective steps, and document issues, troubleshooting, and resolutions accurately. The position requires utilizing probing questions to identify root causes, staying updated on system information and outages, maintaining strong communication and customer service skills, executing efficient troubleshooting, and providing technical support to corporate associates. An increased understanding of POS equipment and store procedural processes is also expected.
Requirements
- Direct store support, including having store employees assist with first tier hardware troubleshooting.
- Escalation authority to analysts for tier 2 services.
- Takes necessary action to correct or escalate emergency situations.
- Strong verbal communication and customer service skills.
- Accurate and efficient troubleshooting process.
Nice To Haves
- Increased understanding of POS equipment and procedural processes used by stores.
Responsibilities
- Provides resolutions for stores by isolating problems, researching solutions, and conducting them through corrective steps.
- Properly documents accurate and detailed information regarding issues, troubleshooting steps, and resolutions or escalations.
- Utilizes probing questions to detect the root cause of an issue to initiate a specific troubleshooting process.
- Investigates current system information, updates, and outages to stay current with policies and procedures.
- Maintains strong verbal communication and customer service skills under escalations of emergency and non-emergency situations.
- Executes an accurate and efficient troubleshooting process to conclude resolutions for each issue.
- Provides technical support to corporate associates via email and other means of communication.
- Obtains increased understanding of POS equipment and procedural processes used by stores.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
