The IT Service Desk Specialist provides a first line of contact for corporate and store associates. The primary function is to troubleshoot and resolve IT inquiries through chat, email and phone and work with vendors and other support teams when needed to ensure prompt resolution of technical support issues. The role will provide assistance and training in the use of corporate systems and ensure all work is tracked to improve productivity and identify potential problems. The specialist will utilize analytical and communication skills to facilitate efficient solutions to IT operational issues.
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Essential Duties and Responsibilities:
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· Solution Desk technical support | Answer incoming IT Service Desk tickets from DSW and DBC stores, Corporate Offices and Warehouses providing first call resolution for 50%-70% incidents | Document all interactions into Service Desk ticketing software and follow up on Incidents and Requests through resolution. | Work with other DSW support teams as needed to ensure resolution of IT Incidents and Requests within service level targets | Work directly with support vendors to repair or troubleshoot issues, this may include scheduling resources into our store environment | Facilitate an IT Bridge process and create business communications and updates as needed
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· Systems Administration and IT Operations | Manage User Access through Sailpoint and Active Directory, Mange SharePoint and O365 groups, utilize automated/remote support systems such as SCCM, SOTI, remote desktop etc. to provide an efficient and controlled support experience for business users | Entry level NOC (Network Operations Center) duties | Shipping and receiving store hardware.
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· Remote support | manage personal ticket queues and productivity while working remote. Communicate with Solution Desk team and customers both verbally and written. Use Microsoft teams to communicate and share information.
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· AI – Assist in creating and maintaining documentation that will be access by customers through our AI chat bot. Assist in ideation of ways AI can improve how the team works but to improve customer experience.
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Required Skills:
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· Able to promptly answer support related email, phone calls and other electronic communications.
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· Self-motivated, organized and team-oriented, able to work independently and remotely to meet deadlines.
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· Customer service skills
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· Technical troubleshooting skills
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· Basic networking principles understanding
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· PC and MAC hardware troubleshooting skills
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· Excellent communication (oral and written), interpersonal and presentation skills.
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· Proficient with applications used in a corporate environment, Microsoft and Adobe productivity products, email, smart phones, web browsers, FTP clients and ticket systems preferred
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· MS Windows and/or Mac administration experience with working knowledge of hardware diagnostics
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· Retail/customer service experience a plus
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