What are the responsibilities and job description for the IT Operations Specialist position at Shoptikal, LLC?
Onsite Position- Green Bay, WI.
POSITION SUMMARY:
Responsible for addressing technology-related issues from internal customers. Install, support, and maintain the operation of PCs, peripherals, and applications for all end users in Fielmann USA corporate offices and remotely for all stores.
DUTIES AND RESPONSIBILITIES:
TECHNICAL SUPPORT OPERATIONS
• Provide technical support for hardware or software to internal and external customers
• Learn and teach all hardware operations and software packages
• Solve problems directly or forward on to a teammate who can resolve. Opportunities include password resets, new hire setup, register errors, hardware issues, simple software or operating system issues, and scanner errors
• Utilize help desk software that provides the means to document issues with all information pertinent to resolution and why the incident was closed. Track the problem until it is resolved
• Follow defined processes for setting up new systems
• Provide leadership with information regarding support activities
• Follow up with internal and external customers to ensure issue resolution as assigned by leadership (quality surveys, etc.)
• Be the customer advocate and strive to ensure customers have the best possible experience using our technology, tools, and support services
• Maintain a clear understanding of Fielmann USA goals and practice proper policies and procedures
• Perform additional tasks as assigned by manager and/or senior leadership
MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:
• Bachelor’s degree in computer science, information technology, business administration or related field. An alternative degree with equivalent education, experience, and training may be considered
• 3 years demonstrated help desk experience
• Strong working knowledge of Windows 11 desktop administration, maintenance, and troubleshooting
• Experience with help desk support systems, Microsoft SCCM Server, and project management
• Knowledge of internet browsers, proxies, and anti-virus/malware products
• A and N Certifications as well as additional MCP Certifications are highly desirable
• Experience with desktop firewall and client VPN software is a plus
• Excellent phone manners and customer service skills
• Strong interpersonal relationship skills
• Ability to maintain strict confidentiality
• Ability to work independently for extended periods of time
• Strong written and verbal communication skills
• Strong analytical and problem-solving skills
• Able to prioritize work and manage multiple activities simultaneously
• Proficiency in Microsoft Office Suite of programs
ESSENTIAL FUNCTIONS & WORK REQUIREMENTS:
• Able to participate in on-call rotation for system issues and questions that occur outside of normal business hours
• Ability to effectively communicate at all levels within the organization through written and two-way verbal communication
• Able to sit or stand for extended periods of time
• Able to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)
• Able to read and write at a high school graduate level
• Able to lift 10 to 20 pounds
• Able to view/read computer screen for extended periods of time
• Able to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines
• Able to travel independently to support Company objectives and personal development
These statements are intended to describe the general nature and level of work performed by teammates assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.