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Desktop Support, Level 1

Company: Rooms to Go
Location: Arlington
Posted on: June 7, 2021

Job Description:

Look around. Does it seem like we're nearly everywhere? That's because we are! With 8,500 employees and 200+ locations, Rooms To Go is one of the largest and fastest growing furniture retailers in the US. As a financially stable, 29-year-old company focused on expansion, there's never been a better time to join the Rooms To Go team.

This person will provide strategic and operational support to the ITI (Information Technology Infrastructure) Enterprise Desktop Support (Customer Advocacy and Technical Support team CATS). The CATS Technician is responsible for providing software and hardware technical support to the end-user community. Responsibilities include involvement in client installations, day to day asset management, vendor warranty repairs, MDF/IDF (Main Distribution Frame/Intermediate Distribution Frame), 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.

Benefits & Perks:

We offer a 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 support including resolution of incidents, problems and mitigation actions within the defined CATS support processes.
  • Provide support for request provisioning including MACD (Moves, Adds, Changes, and Deletes) within the defined CATS processes.
  • Analyze, troubleshoot and resolve issues with IT Infrastructure and software.
  • Troubleshoot, diagnose and resolve issues following standard operating procedures documented within the knowledgebase.
  • Represent the interests of our customers by providing support and appropriate escalation of unresolved problems to CATS L2, Site Lead and other IT functions when issues cannot be resolved.
  • Work with vendors and internal support contacts to resolve technical problems with desktop equipment and software.
  • Act as the first point of contact for real-time call handoff from Service Desk to CATS support team for escalation and real time resolution.
  • Monitor service levels with internal customers and vendors.
  • Participate in projects that require CATS involvement by delivering based on assigned tasks as documented in the project plans, within the committed resourced hours and escalate any changes to CATS resource manager.
  • Document changes of IT assets such as status and ownership to maintain accuracy with asset management.
  • Communicate effectively with end users by setting the right expectation and prioritizing efficiently for better resourcing.

What we're looking for:

  • Three or more years of relevant professional work experience in supporting an enterprise Desktop environment.
  • Candidates should have advance knowledge of:

o Working with service levels

o ITSM tools

  • Candidates should be familiar with:
  • Working as a member of a large enterprise IT team

o Desktop Systems Management tools such as MECM

o Supporting retail and warehouse environment

  • Candidates need to have verifiable expertise with:

o Current Microsoft Windows Operating Systems

o Networking

o Presentation of technical information

o Excellent written and verbal communication

o Knowledge of Encryption Technology (BitLocker)

o Image and deploy endpoints

  • Preferred: Bachelor's degree in Computer Science, Information Technology, Information Systems or similar.
  • Required: ITIL v3 Foundations Certification (ability to obtain within first year
  • Required: A + Certification
  • Required: Formal training in Network Infrastructure (Network + Curriculum)
  • Required: Formal Training for Microsoft Desktop Support (MTA Curriculum)
  • Required: Associate's Degree in related area plus one year work experience or three years in an enterprise environment.

What's in it for you?

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

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. (this is for Corporate and DC's only) including: onsite gyms, fitness classes, health fairs.

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.

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 laws.

Keywords: Rooms to Go, Arlington , Desktop Support, Level 1, Other , Arlington, Texas

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