Support Technician
Joann
This team member will join a group of IT professionals focusing on device / software deployment and service call resolution for the SSC and DCs. A majority of time will be spent on troubleshooting / analyzing production support issues to meet the business needs for your SSC and DC customers. Responsibilities are knowledge base creation, provisioning, deploying systems and software for SSC and DC environments. Responsibilities also include ongoing installs and patch management for application operating systems, as well as being the primary onsite IT team member at a DC. Additional responsibilities may include phone system design, installs, MAC’s (Moves, Adds and Changes) and support. As a team member within the IT organization, this role will contribute daily to the health and welfare of JOANN IT Systems. Through a mix of daily support and project deliverables, this position will be provided with opportunities for growth and advancement. Along with formal training, Supervisor and Senior team members will provide ongoing direction and mentoring. Responsibilities extend to the Store Support Center (SSC), distribution centers and multi- channel retailing through over 850 stores and ecommerce. The total user environment consists of over 22,000 team members. Rotational on-call 24X7 support activities
5d ago

SUMMARY

This team member will join a group of IT professionals focusing on device / software deployment and service call resolution for the SSC and DCs.

A majority of time will be spent on troubleshooting / analyzing production support issues to meet the business needs for your SSC and DC customers.

Responsibilities are knowledge base creation, provisioning, deploying systems and software for SSC and DC environments. Responsibilities also include ongoing installs and patch management for application operating systems, as well as being the primary onsite IT team member at a DC.

Additional responsibilities may include phone system design, installs, MAC’s (Moves, Adds and Changes) and support. As a team member within the IT organization, this role will contribute daily to the health and welfare of JOANN IT Systems.

Through a mix of daily support and project deliverables, this position will be provided with opportunities for growth and advancement.

Along with formal training, Supervisor and Senior team members will provide ongoing direction and mentoring. Responsibilities extend to the Store Support Center (SSC), distribution centers and multi- channel retailing through over 850 stores and ecommerce.

The total user environment consists of over 22,000 team members. Rotational on-call 24X7 support activities

PRINCIPAL DUTIES

Systems Support- Provides support for current production systems. Resolves problems and incidents in compliance with established resolution SLAs.

Determines and documents root cause of problems (knowledge base creation). Works to improve systems and processes to enforce simplicity, stability and efficiency.

Design & Build Store, Desktop and Telecom Solutions- Assist with the architecture and design of system and process solutions that supports the functional specifications and the framework of our IT strategy and technical platform.

Ensures technical solution designs are consistent with departmental standards. Builds solutions that meet or exceed documented business requirements.

Deploy Devices / Software for Desktop and Telecom Solutions- Schedule rollout activities and communicate plan. Adjust plan as needed to complete deployments on approved timelines*Manage deployment of built solutions with reported completion statistics.

System Management / Monitoring- Work closely with selected vendors to help monitor and stay up on required maintenance. Capture all appropriate information needed for incidents that are unable to be resolved immediately.

Supports technical standards and processes, including service methodologies and compliance standards. Proactively monitors environments in order to resolve issues in a timely manner.

Incident Management-Ensures timely escalation of issues by documenting the impact and urgency. Communicates patterns which indicate a more global issue which needs to be escalated.

KNOWLEDGE, SKILLS, & ABILITIES

Accountability & Results Orientation - demonstrates a high degree of personal accountability, driving progress in the organization

Communication - proactively shares timely updates and information with peers, supervisor and upper management

EDUCATION & EXPERIENCE

Minimum Education : Associate's degree in computer science, business or related field or equivalent work experience

Preferred Education : Bachelors Degree Bachelor's degree in computer science, business or related field or relevant work experience

Minimum Experience : 2+ years of relevant professional experience

Preferred Experience : 5+ years relevant experience in a large retail information technology environment

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