What are the responsibilities and job description for the Resource Center Specialist position at The Container Store?
Overview
The Resource Center Specialist provides support to end-users for issues related to computer hardware & software, systems process, and store procedure across our growing store footprint, two distribution centers, and our home office. Responsibilities include resolution of issues ranging from procedural to technical in nature, coordination, and communication. This role communicates with employee stake holders at various levels of management and possess the ability to influence in the absence of direction. This is an hourly, non-exempt position.
Position Reports To
Resource Center Manager
What We Stand For
Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with our employees, vendors, customers and communities and influence every aspect of our business.
Principal Duties And Responsibilities
Here's a Peek At What You Can Expect
Company will not pay costs associated with immigration sponsorship.
The Container Store promotes a smoke-free, drug-free environment.
We are proud to be an Equal Opportunity Employer and comply with the Americans with Disabilities Act
Office Physical Requirements
State Specific Notices
The Resource Center Specialist provides support to end-users for issues related to computer hardware & software, systems process, and store procedure across our growing store footprint, two distribution centers, and our home office. Responsibilities include resolution of issues ranging from procedural to technical in nature, coordination, and communication. This role communicates with employee stake holders at various levels of management and possess the ability to influence in the absence of direction. This is an hourly, non-exempt position.
Position Reports To
Resource Center Manager
What We Stand For
Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with our employees, vendors, customers and communities and influence every aspect of our business.
Principal Duties And Responsibilities
- Serves as central point of contact for employee requests from all areas of the company (Stores, Distribution Centers, and Home Office) in the following areas:
- Troubleshoots, diagnoses and then documents issues related to systems, network, and processes
- Uses monitoring systems to analyze network and system status
- Facilitates and follows-up on communication and coordination with other departments for resolution of issues
- Processes end-user systems, hardware, and software requests across the company
- Ability to quickly react and effectively communicate during the incident management process in a calm and concise manner, and lead when necessary
- Detailed logging of all relevant information from each interaction into the ITSM system
- Maintains POS-related equipment and emergency kits
- Maintains documentation and training for many procedural and technical areas of store operations
- Acting as the subject matter experts to assist in developing and writing instructions and updates to store operating procedures
- Identifies areas of opportunity and provides necessary follow-up—communication, clarification, and/or updates to procedures
- Maintains and updates Store Systems troubleshooting and quick reference guides
- Develops topics for the online knowledge base
- Manages email distribution list recipients
- Security-first mindset for internal information and transfers of privileged IT data
- Responsible for maintaining discretion related to all confidential/sensitive company and customer information
- Coordinates and participates in weekly update meetings with other areas—Store Systems, Information Systems, and Training
- Provides training to new Home Office and Distribution Center employees
- Consistently arrives promptly to work the assigned schedule
- Performs other requested tasks and duties as assigned
- Bachelor’s degree or comparable certification in technology, preferred
- At least two years of relevant experience
- Proficient with industry technology, including but not limited to Microsoft applications and operating systems, MacOS/iOS, and Android.
- Proven experience with mainstream ITSM systems such as ServiceNow, Remedy, etc.
- Proven technical and problem-solving skills
- Based in Dallas/Ft. Worth area
- Ability to work Weekends – Saturday and Sunday shifts required
- Ability to travel 5% a year, based on the business needs
- Ability to work in a constant state of alertness and a safe manner
- Ability to perform training in the moment for coaching opportunities with subjects related to store systems and processes
- Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs
- Knowledge of industry business and passion for following trends in the industry
- Strong time management and organizational skills with the ability to successfully manage multiple projects at once
- Possesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure
- Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information
Here's a Peek At What You Can Expect
- Competitive health, dental, and vision plans to keep you and your loved ones well.
- 401(k) retirement savings plan with optional investment guidance and assistance offered through Fidelity.
- Unique "1equals3" website for easy access to your benefits information and company updates.
- We've got your back! Competitive sick pay and PTO plan to ensure you can take time off to recharge and come back feeling your best.
- Peace-of-mind benefits: Basic life insurance, disability insurance options, accident insurance, critical illness insurance, hospital indemnity insurance and flexible spending accounts (FSAs).
- Family-focused support: Considerate parental leave policies, adoption and surrogacy assistance, and fertility & maternity support program.
- Work-life balance boosters: Paid holidays, gym membership discounts, and a qualified transportation benefits program to save on commutes.
- Discounts galore: Enjoy a hefty discount on our amazing products, including merchandise, custom spaces, and services, gift cards, and pet insurance (because fur-babies matter!).
- Recognition you deserve: We honor our employees with service awards and retirement gifts, celebrate those who exemplify our core principles, and recognize exceptional daily contributions.
- Thriving with diversity: Participate in our Employee Resource and Affinity Groups and help guide how we give back to the community, while having a space to connect, support one another, and celebrate cultural heritages.
Company will not pay costs associated with immigration sponsorship.
The Container Store promotes a smoke-free, drug-free environment.
We are proud to be an Equal Opportunity Employer and comply with the Americans with Disabilities Act
Office Physical Requirements
State Specific Notices