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Job Details

TECHNICAL SUPPORT SPECIALIST

Company name
Dollar Tree, Inc

Location
Chesapeake, VA, United States

Employment Type
Full-Time

Industry
It, Customer Service, Help Desk

Posted on
Nov 19, 2021

Valid Through
Mar 04, 2022

Apply for this job






Profile

359960BR

Title:

TECHNICAL SUPPORT SPECIALIST

Division:

Corporate

Job Description:

The Technical Support Specialist will provide second level technical and operational support for the installation, maintenance, documentation, and technical support of enterprise software applications and hardware.

Primary Responsibilities:

• Responsible for the setup, installation, maintenance, support, repair/replacement and physical moves of all company provided user hardware, including desktop PC systems, laptops, printers, multi-function devices, and scanners (with the exception of Telecom hardware).

• Conduct refresh/replacement project for all user hardware beyond its useful life expectancy.

• Support the setup, installation, maintenance, and repair/replacement of all company provided iPads for all Chesapeake and field associates that is performed by an outside contractor.

• Responsible for user software installation, removal, maintenance and support for all SSC and field users.

• Manage incidents and requests via ServiceNow to ensure service level agreements (SLA) are met.

• Document ServiceNow incidents and requests to provide accurate data for reporting.

• Assist with hardware and software products, including installation, testing, documentation and technical support for the applications programming, computer operations and enterprise end user communities.

• Analyze and resolve application and system problems quickly and efficiently; maintaining manual and automated documentation, procedures, etc. that support these tasks.

• Manage and perform on-going maintenance of hardware and software systems, utilizing internal and external resources.

• Identify cause and corrective actions for hardware/software problems at the enterprise; performing corrective action when necessary and placing service calls when appropriate.

• Perform 2nd Level operational and technical support, providing hands-on assistance to SSC and field users.

• Be proactive in recommending improvements in procedures that will increase the efficiency of the facility and staff members in regards to IT related technical issues and processes.

• Support the Remote IS Support Specialists working at all Distribution Centers with special technical requirements and assistance they may need from the SSC Technical Services Group.

• Provide hands-on technical support for all company meetings, including; board meetings, stockholder meetings, field user meetings and associate training sessions, both in the SSC and off-site locations.

• Work closely with the Facilities team in coordinating physical moves within departments requiring user equipment to be relocated.

Other Responsibilities:

• Maintain a high level of communications with SSC IT staff.

• Coordinate with other divisions within the Dollar Tree IT Department as necessary to fulfill primary responsibilities.

• Develop and maintain an ongoing positive rapport with end users to enhance the perception of the IT function.

• Provide evening and weekend coverage to manage special needs, procedures and emergencies as appropriate.

• Assist the Manager of Technical Services with special projects that may be assigned.

Minimum Qualifications:

• Education: HS Diploma Required, Associate’s degree in Computer Science, MIS or related field or equivalent experience desired.

• Experience: Minimum of 3 year experience in supporting various end users with hardware and software including procedural problems. Must have experience with supporting devices in a network environment.

• Licensure/Certifications: Prefer one or more of the following: CompTIA A , Network , or Security• Key Competencies: Excellent communication and interpersonal skills required. Strong troubleshooting skills a must. Must be able to work autonomously and participate in team activities. Must be customer service oriented. This position works (5) 8 hour days and may require overtime.

• Physical Requirements: Must be able to lift and carry up to 50 pounds of IT devices to a height of 3-4 feet. Must be able to bend, kneel, and sit properly to setup IT equipment under and on top of desks in offices and cubicles.

Must be fully vaccinated from COVID-19, as defined by the CDC, by the date of hire. Proof of vaccination required. Request for medical or religious accommodation must be made prior to the start date

Auto Req ID:

359960BR

Zip/Postal Code::

23320

City::

Chesapeake

State/Province::

Virginia

Address:

500 Volvo Parkway

Process Level/Store #:

INFORMATION SYSTEMS (FIELD)

Company Name:

Dollar Tree

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