Technician I, Service Desk

Total Wine & More

4d•$24 - $42•Onsite

About The Position

Total Wine & More is seeking a Service Desk Technician to join our Technology team onsite in our Bethesda, MD office. In this role, you will provide frontline IT support to store and corporate staff, focusing on incident management and request fulfillment in a fast-paced retail environment. You'll handle both structured tasks and situations that require adaptability and problem-solving, with guidance from peers and leaders as you develop core technical and customer service skills. Most support is delivered remotely, requiring strong communication and effective troubleshooting without direct access to devices. You will assess service requests, perform initial analysis, document issues accurately, and collaborate with team members to maintain reliable operations. This position requires flexibility and participation in a rotating schedule, including early mornings, evenings, and weekends to ensure continuous support for our business. You will report to the Director, Workplace Solutions.

Requirements

High School Diploma or equivalent required
Less than 1-year minimal experience required; recent graduates with the right behavioral and talent traits will be considered
Basic knowledge of IT support and customer service principles
Proficient in Windows, MacOS, and Office 365
Ability to troubleshoot hardware and software issues
Strong organizational skills, attention to detail, and quality decision-making
Ability to communicate technical issues with non-technical people
Ability to work independently and within a team
Ability to maintain positive relationships with internal and external team members
Ability to use support tools to speed up problem-solving and improve productivity
Emphasis on accuracy, reliability, and task completion
Ability to lift up to 65 pounds and walk/stand for long periods of time

Nice To Haves

Bachelor’s Degree in Information Systems or related field is desirable
1-4 years 2 years of customer service-based IT support is preferred
Working knowledge of Active Directory, networking concepts, and cloud applications is beneficial
MS-900 Microsoft 365 Certified Fundamentals within 1 Year Preferred and Information Technology Infrastructure Library (ITIL) ITIL v4 within 1 Year Preferred
HDI-SCA - Help Desk Support Center Analyst Certification within 1 Year Preferred

Responsibilities

Analyze and prioritize incoming incidents and service requests via phone and Jira Service Management, ensuring accurate triage, timely resolution, and thorough documentation of all work performed
Collaborate with Technician II team members, Technology functions, and business partners across the organization to keep all relevant stakeholders informed of incident progress, escalate issues when necessary, and maintain clear, consistent communication with customers
Ensure proactive updates to customers and business partners on progress, meeting SLAs and emphasizing timely follow-up and resolution
Evaluate and maintain support documentation, files, and records for incident management and request fulfillment, ensuring accuracy and accessibility
Collaborate on routine reporting, vendor escalations, and assist in identifying opportunities to improve service desk efficiency and customer experience