IT Corporate Support Technician (Morgan Hill, CA)

AT SHOE PALACE WE RUN. WE SELL. WE HAVE FUN!

DO YOU HAVE WHAT IT TAKES? Shift: Monday-Friday, 9AM-6PM

The purpose of this position is to perform the day-to-day investigation and resolution to ensure proper functionality of all information technology.

This individual:

• Addresses and resolves incidents and requests reported to IT Support Services by internal, external, or third-party customers based on service level agreement.
• Remotes into various user or site equipment for advanced investigations and troubleshooting.
• Performs basic testing and troubleshooting of network issues
• Logs all incidents and requests into tracking tool and ensures all relevant information and categories have been documented.
• Escalates and engages IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Grows general knowledge of supported corporate and store information, increasing ability to resolve requests on first contact.
• Additional duties and projects as required.

Required Education and/or Experience This position requires an Associates Degree (A.S.) in related field and 2+ years of help desk experience, or equivalent combination of education and experience. Previous experience in a tier 2 support or tier 3 support corporate environment preferred.

Required Computer and/or Technical Skills Should have working knowledge of MAC OS/iOS and intermediate knowledge of, Windows XP, 7, and 8,and Microsoft Office, working knowledge of SQL Database Servers, LAN and WAN networks is required. Should have intermediate knowledge and abilities with Microsoft Office products, and strong knowledge of computer and web/digital technologies, software, and applications. A+, Net+, MCSA certifications are a plus.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for more than 6 hours per shift
• Use hands to finger, handle and feel
• Reach with hands and arms
• Talk and/or hear
• Walk or move from one location to another
• Occasionally may need to climb, balance, stoop, kneel, or crouch
• Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally
• Punctuality and regular attendance consistent with the company’s policies are required for the position.
• Average work week is 40-45 hours, which can vary depending on business need.
• The work environment for this position is a moderately noisy office setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.

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Pay range: $30-32/hr (Depending on Experience). This role will be eligible for medical, dental, vision, 401k, sick leave, parental leave, and company paid time off plan. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.