At Torrid, our IT Helpdesk Associate helps to resolve computer hardware, software, security-related issues and service requests for our store, HQ, and warehouse users. As a team we aim to quickly and completely resolve issues that start and end with a fantastic customer experience. You’ll work closely with other IT teams to escalate issues and problems outside your scope of knowledge and/or expertise. Our Helpdesk Associates balance analysis, technical problem-solving, compliance with processes/standards, collaboration, documentation, and most importantly, amazing customer service to ensure personnel throughout the organization are always able to fully utilize the IT solutions they need to be successful in their jobs.
WHAT YOU'LL DO:

• First and foremost, a Torrid IT Service Desk Analyst is accountable for producing a fantastic customer experience with every interaction they have with a Torrid employee, partner, or vendor.
• Ensure timely and effective resolution to all Service Desk calls and incidents by providing technical and procedural support, resolving user issues in accordance with established standards and documentation.
• Manage service requests to make sure that SLAs are met and provide status updates to customers.
• Investigating, diagnosing, resolving, and/or escalating incidents and problems.
• Ensure data is accurately collected, followed up, tracked & escalated through ServiceNow.
• Adhere to Service Standards by courteously answering all Service Desk inbound calls and meeting the expectation that 90 % of calls are resolved within 5 minutes.
• Participate in the configuration, deployment, maintenance, and support of PCs, Macs, printers, cell phones, VOIP, POTs, network hardware, and POS equipment.
• Coordinate issue resolution with other support areas such as Store Systems, IT Operations, IT Infrastructure, and IT Applications.
• Utilize approved tools and processes for support and helped ensure compliance of others.

WHAT YOU'LL NEED:

• 2 years IT Service Desk experience
• 2 years of experience with Microsoft Windows Desktop, Windows Server, Office/M365, and Active Directory
• Experience providing support for PC, Apple Mac, MacBook, and MacOS as well as iOS and Android mobile devices

Bonus points if you have the following:

• Experience using ServiceNow
• Previous experience in the retail industry
• Supported creative teams using Adobe’s suite of products on Mac OS
• XStore and/or POS experience
• Experience using Altiris

What You'll Get:

• A culture where people are accepted and encouraged to be who they are.
• Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses.
• Comprehensive wellness package including, medical, dental, vision, and Flexible Spending Account
• Generous 50% employee discount and access to employee-only sales.
• Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community.
• Tuition reimbursement program
• Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more.
• Discounts on entertainment tickets and more.
• Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women.
• You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization.

Hourly $20.50 - $28.93 We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status. If you are unable or limited in your ability to use or access www.torridcareers.com you can request reasonable accommodations by sending an email to accommodations@torrid.com. Only messages left for this purpose will be returned. Our company participates in E-Verify. If the links below do not work, please copy and paste the following URLs in a new browser window:

E-Verify Poster: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
Eligibility to Work Poster (English): https://www.e-verify.gov/sites/default/files/IER_RightToWorkPoster.pdf
Eligibility to Work Poster (Spanish): https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPosterES.pdf
California Privacy Rights Act (CPRA): https://careers.jobvite.com/torrid/2023-CPRA-Applicant-Notice.pdf
EEO Poster: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf