04 Mar
Desktop Support, Level 2
Georgia, Atlanta , 30301 Atlanta USA

Vacancy expired!

The Desktop Support Technician Level II is responsible for providing software and hardware technical support to the end-user community. Responsibilities include involvement in client installations, vendor warranty repairs, and participation in projects to meet local and company-wide initiatives. Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues. The ability to assist with projects between internal departments is required. Strong relationships with IT departments and key customers are crucial to success.

This Role Offers: Industry-leading, paid training Comprehensive benefits & perks package including 401k + company match, vision, dental, health and life insurance, disability coverage, vacation, holiday pay, award winning wellness & fitness programs, employee discounts on furniture, and more!

What you ll be doing:
  • Provide customer support, which includes incident, problem, and service request resolution for customers.
  • Respond to the organization's changing business requirements reducing incidents and disruption while maximizing value and decreasing re-work.
  • Collaborate with stakeholders in supported organizations to ensure a strong alignment between service targets and meeting customer objectives.
  • Inspire L1's to achieve the highest possible levels of customer satisfaction, duties include championing operational excellence initiatives involving the continued maturing of ITIL-based processes.
  • Support service improvement initiatives, support change and engage stakeholders including internal customers, peers, staff, and outside suppliers to achieve improvements in performance.
  • Develop technical documentation to add to the department knowledge base to ensure appropriate knowledge transfer and knowledge sharing.
  • Managing and monitoring of service levels with internal customers and vendors.
  • Provide support to Facilities, IT and Security Operations as part of CATS' DCFM portfolio management.
  • Validation of compliance to policies, standards, process, procedures, controls and oversee enforcement efforts to ensure services are being provided with a high level of quality.
  • Works efficiently under conditions of multiple deadlines and changing priorities to produce high quality material with meticulous attention to detail.
  • Assist subject matter expert (SME) for service ticket escalations and engagement of resolver groups.
  • Maintain, analyze, troubleshoot, and repair computer systems and peripherals.
  • Represent the interests of our customers by providing support and appropriate escalation to Desktop Support Site Leads and other IT functions when issues cannot be resolved.
  • Participate on projects that require CATS involvement.
  • Mentoring and guidance for Level 1 CATS associates.
  • Identify inefficiencies and initiate process improvement to remediate.
  • Document changes of IT assets such as status and ownership.
  • Supports users in several different RTG locations.
  • Provides strategic and operational support to the ITI (Information Technology Infrastructure) Enterprise Desktop Support team.
  • Participates in and supports cross technology process improvement initiatives

What we re looking for:
  • Three or more years of relevant professional work experience in supporting an enterprise desktop environment.
  • Candidates need to have verifiable expertise with:
  • Current Microsoft Windows Operating Systems
  • Networking
  • Presentation of technical information
  • Participation in projects
  • Excellent written and verbal communication
  • Mentoring others
  • Candidates should have advance knowledge of:
  • ITIL Fundamentals
  • Working with service levels
  • ITSM tools
  • Candidates should be familiar with:
  • Working as a member of a large enterprise IT team
  • Desktop Systems Management tools such as SCCM
  • Supporting retail and warehouse environment
  • Required: ITIL v3 Foundations
  • Required: Formal training in IT Facilities Management
  • Required: A + Certification
  • Required: Network + Certification
  • Desired: Bachelor's degree in computer science or information systems or an equivalent combination of education and 2 years minimum in IT management
  • Desired: Microsoft Certified Professional (MCP)
  • Desired: Apple Certified Support Professional (ACSP)

Physical Demands/ Working Conditions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasional after-hours or weekend work may be required. Employee will be responsible for critical infrastructure and will be required to be accessible via cell phone outside of normal business hours. While performing the essential functions of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. This position works in an office, and the noise level in the work environment is usually low to moderate. While performing the duties of this job, the employee is occasionally exposed to toxic or caustic chemicals, i.e. copier toner. This position description generally describes the principle functions of the position and the level of knowledge and skills typically required. It does not constitute an employment agreement between the employer and employee, and it is subject to change as the needs of the employer and the requirements of the

What s in it for you?

Benefits and PerksWe offer a comprehensive benefits & perks package including 401k + company match, profit sharing, vision, dental, health and life insurance, disability coverage, vacation, sick time, holiday pay, award winning wellness & fitness programs, employee discounts on furniture, and more! We continue to offer a better way to shop for furniture through innovation, fast delivery, first-rate service, honesty and integrity. We offer a comfortable, friendly work environment with the added peace of mind of working for a financially stable, growth-oriented company. We also give back to our local communities, have an industry leading recycling program and promote employee health and wellness company-wide.

Career Mobility: We re a rapidly expanding company offering significant avenues for personal development and growth, with multiple career paths.

Training & Development: We invest in our associates. Product & sales training and leadership development is a critical part of their business success.

Diversity: With 8,500 employees and growing, diversity is a part of every day life at Rooms To Go. Here you'll find an environment packed with different cultures, personalities and backgrounds because we know that an inclusive company culture is what makes us successful.

Wellness & Fitness: At Rooms To Go, we believe promoting a healthy lifestyle is one of the keys to success at home and work. We re a fit friendly workplace with an award-winning wellness program including: onsite gyms, fitness classes, health fairs.

Environmentally Friendly: We continually strive to improve our operations and minimize our impact on the environment. Among our top priorities are our reuse and recycling programs. We have made significant investments to efficiently use, reuse, or recycle materials company wide. Across the country, each distribution center operates a robust recycling program for all waste. We believe environmental leadership is an integral part of overall just business behavior.

Philanthropic Opportunities: For the past 28 years, we have become known for our philanthropic work in the local communities in which we operate. As a company and as employees, we engage in a variety of initiatives such as sponsoring events & volunteering within our local communities, creating alliances with local and national charities and supporting military and veteran organizations. Rooms To Go is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination lawsApplicants must be authorized to work in the U.S.

Vacancy expired!

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