Analyst, Associate Technology Support

Victoria’s Secret & Co.; Reynoldsburg (OH); On-site; USD 59,300 - 77,805; Full time

Job summary

Victoria’s Secret & Co. in Reynoldsburg, OH seeks an IT Support Specialist to provide Level 1 and 2 support during peak periods, including in-person and remote assistance.

You will analyze software and hardware issues, document interactions, escalate appropriately, and work to meet a 95% SLA. Some travel may be required; on-call rotations apply, with collaboration across brands and teams.

Qualifications

• Must be able to clearly communicate in English.
• 2-4 years related experience.
• High school diploma or equivalent.
• Regular and punctual attendance.
• May require occasional travel.
• We will consider for employment all qualified applicants, including those with arrest records or other histories, as per state/local laws.

Responsibilities

• Provide Level 1 and Level 2 IT support (in person and remote).
• Analyze software/hardware performance issues.
• Document, categorize, and close interactions; escalate as needed.
• Maintain 95% SLA; stay current in incident space.
• Deploy hardware and install customized software as required.
• Collaborate with brands and business groups to resolve issues.
• Engage in on-call rotations after hours and weekends.
• Build relationships from individual contributors to VP level.

Skills

English communication

Education

High school diploma or equivalent

Job description

Description

• Level 1 support during peak periods
• Level 2 support – defined as: anything needing in person & remote support
• Analyze software/hardware performance issues
• Create, properly document, categorize, and close interactions
• Appropriately escalat interactions as needed
• Partner with other business groups in VS&Co. to resolve multi-layer problems
• On call support: after hours and weekends as per rotation schedule
• Meet or exceed 95% on Service Level Agreement (SLA)
• Stay knowledgeable and keep current in the incident space
• Possess general technology knowledge in the following areas:
• Windows 11
• Mac OS 26
• Microsoft Office 365
• Printer
• Audio/Visual
• VMWare View
• VPN
• ServiceNow
• Associate Desktop
• Hardware knowledge (ex. hard drive, RAM, CPU)
• Level 2 support: in person & remote support
• Deploy hardware
• Install customized software
• Project related tasks within building
• Awareness and escalation of compliance and security related issues
• Continue to remain educated through knowledgebase
• Ability to work and build relationships at individual contributor to VP level
• Influence entry level specialists
• Business partnership/conduit with brands
• Observations based on daily tasks
• Core projects with lower complexity
• Execute with direction
• Make decisions to obtain SLA

Compensation

Minimum Salary: $59,300.00

Maximum Salary: $77,805.00

Qualifications

• Ability to continuously sit, stand, or walk
• Ability to bend, squat, climb stairs and lift frequently
• Ability to lift and/or push up to 20 pounds frequently
• Must be able to view/focus on a computer monitor for multiple hours at a time
• Must be able to clearly communicate in English
• May require occasional travel
• Regular and punctual attendance
• 2-4 years related experience
• High school diploma or equivalent

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws. Please see links: California Fair Chance Act, Los Angeles Fair Chance Initiative for Hiring Ordinance, Philadelphia Fair Chance Law, San Francisco Fair Chance Ordinance, Los Angeles County Fair Chance Ordinance.

An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual’s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws. We only hire individuals authorized for employment in the United States.