Service Desk Technician - Ocean State Job Lot

POSITION SUMMARY:

The Service Desk Technician role at Ocean State Job Lot (“OSJL” or “Company”) is responsible for technical support of information technology hardware, software, networks, and other equipment used in all stores, corporate offices, and the Distribution Center (“DC”). This role frequently interacts with end users through an email and phone ticketing application. The Service Desk Technician role is responsible for various information technology department duties, without limitation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receive inbound incidents and requests from end users at stores, corporate offices, and the DC.
• Determine priority and severity of each issue by implementing incident management processes.
• Troubleshoot problems faced by the end users of computers, laptops, mobile devices, copiers, printers, and scanners. Identify issues and analyze them.
• Utilize a service desk application to manage and track service requests and incidents.
• Use remote communication tools to troubleshoot problems with computers and other technological devices.
• Work independently and alongside a team; take ownership of each service incident throughout its lifecycle.
• Manage deployments of hardware and software assets to end users, including, but not limited to, installation and upgrades.
• Perform quality assurance checks on returned equipment and send out for repair as needed.
• Assist with various information technology department projects as needed.
• Assist with some system administration tasks.
• Effectively utilize virtual means to communicate efficiently and work independently under remote conditions as applicable.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree or Associate’s degree in Management Information System or a related field is preferred.
• 1 or more years of hands-on experience supporting computer hardware, operating systems, and networking infrastructure in a technical support environment.
• Point of sale system experience is preferred.
• Highly proficient in Microsoft Windows operating system (OS) and Google platform (i.e., Sites, Slides, Drive, Docs, Sheets).
• Bilingual speaking and writing skills (Spanish) is preferred.

ATTRIBUTES:

• Effective Communicator: You possess strong communication skills and have the ability to build and maintain a culture of trust and respect.
• Team Oriented: You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the Company. You commit time, focus, and energy to develop future OSJL leaders by motivating them around a common purpose and vision.
• Self-motivated: You can work with a minimum amount of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner. You understand the tools and processes needed to meet larger strategic initiatives.
• Passionate: You must be passionate about online collaboration and ensuring our clients are successful; we love seeing hunger and ambition.

WORK ENVIRONMENT:

• Works primarily in a climate controlled environment with minimal safety and health hazard
  potential. 
• Works in an office environment remaining stationary at a desk, table, or computer workstation for extended periods of time. Frequently uses near vision for reading and computer tasks. 
• Weekly work schedule requires one weekend day and one evening shift until 9pm.
• Work may be completed outside of the company locations. The role is responsible for setting up a professional and ergonomically safe work environment and to be available during working hours. The role may also bring their own device(s) to complete all work (e.g., all computer hardware and software, including audio and video capabilities for virtual meetings; and reliable Internet connection with ability to access the Google platform for virtual meetings and applications used for work).
• Reasonable accommodations may be made to enable individuals with disabilities to
  perform essential functions.

The salary range for this position is between 18.00 -22.00 per hour. Salary is commensurate with experience.

This job description does not list all the duties of the job.  You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position.  Management has the right to revise this job description at any time.  The job description is not a contract, either express or implied.  You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.