Desktop Support Services

Key Responsibilities:

This position, you will represent the Global Experience and Identify organization under Technology Experience Services (TXS).
The Technology Solution Zone is under STS, where we support all colleagues of locations where we have a brick & mortar and Virtual Zones. We work closely with all teams.
The Technology Solution Zone Technical Support Analyst role will be a technical representative in the Store/Virtual Zone and will work directly with our colleagues.
They will work closely with the other technicians and lead technician on a daily basis.
This role will work directly for the Operations Manager and will work with the Virtual and Store Leads and Greeter.
Provide excellent colleague support for all technology products and services.
Resolve issues within a specified timeframe per our defined processes or refer unresolved issues and escalate problems to appropriate technical support groups.
Troubleshooting colleague hardware issues including Windows. MAC, and cellular devices
Work with technical staff and provide input and solutions.
Meet and greet colleagues to answer questions and resolve problems related to all LOB's to client products and services.
Follows up on all open tickets/issues within specified timeframe.
Identify opportunities for process improvement and problem elimination.
Continually focus on learning new technologies to support rapidly changing and expanding environment.
Must be able to provide high level summaries to store lead when required during an incident situation and/or project updates.
Establishes credibility quickly by following up and taking initiative.
Present a positive, smiling, colleague-focused image. Understands Colleague Satisfaction is key to the overall success of the Technology Solution Zone!

Key Requirements and Technology Experience:

Key Skills; Desktop Support
Troubleshoot hardware Issues like (Windows. MAC, or cellular devices)
Customer Service
Associate degree in Computer Science or a related discipline and/or at least 1-2 years' work experience in a Technology field.
Broad knowledge of multiple technologies and platforms.
Excellent oral and written skills.
Requires sufficient knowledge of Technology operations, responsibilities, work flow processes and procedures to resolve most inquiries independently.
Good analytical and communication skills, sound judgment, and the ability to work effectively with colleague and other technical staff.
Understands colleague's issues and demonstrates empathy for the situation. Customer centricity is a must!
Ability to demonstrate creativity in generating solutions.
Proactively translates technology into a business solution which addresses a problem expressed by the colleague and provides a resolution for our colleagues.
Ability to multi-task while handling all LOBs with minimal supervision.
HS Diploma/GED REQUIRED, but Associate degree in Computer Science or a related discipline PREFERRED and/or at least 1-2 years' work experience in a Technology field.