IT Corporate Support Technician (Morgan Hill, CA)

Shoe Palace; California; On-site; USD 41,000 - 44,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k plan

Sick leave

Parental leave

Company paid time off

Job summary

Shoe Palace is hiring an IT Help Desk Specialist to maintain daily IT operations and resolve incidents promptly. The role focuses on tier 2/3 support, user assistance, and ensuring reliable technology for retail stores.

Responsibilities include remote troubleshooting, documenting issues, and escalating complex problems while delivering professional customer service. Strong knowledge of Windows, Mac OS, and Office is required.

Qualifications

• Associates Degree in related field and 2+ years of help desk experience.
• 2+ years of help desk experience; tier 2/3 experience preferred.

Responsibilities

• Resolve incidents and requests per service level agreements.
• Remotely troubleshoot user/site equipment for advanced investigations.
• Log incidents using the tracking tool with complete details.
• Escalate issues beyond current scope to IT resources.
• Provide positive customer support and timely progress updates.
• Build knowledge to resolve requests on first contact.
• Assist with additional duties and projects as required.

Skills

Help desk

Customer service

Mac OS/iOS

Windows

Microsoft Office

SQL

Certifications

Education

Associates Degree in related field

Tools

Microsoft Office

SQL Server

LAN/WAN networks

Job description

AT SHOE PALACE WE RUN. WE SELL. WE HAVE FUN!

DO YOU HAVE WHAT IT TAKES?

Shift: Monday-Friday, 9AM-6PM

The purpose of this position is to perform the day-to-day investigation and resolution to ensure proper functionality of all information technology.

This individual:

• Addresses and resolves incidents and requests reported to IT Support Services by internal, external, or third-party customers based on service level agreement.
• Remotes into various user or site equipment for advanced investigations and troubleshooting.
• Performs basic testing and troubleshooting of network issues
• Logs all incidents and requests into tracking tool and ensures all relevant information and categories have been documented.
• Escalates and engages IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Grows general knowledge of supported corporate and store information, increasing ability to resolve requests on first contact.
• Additional duties and projects as required.

Required Education and/or Experience

This position requires an Associates Degree (A.S.) in related field and 2+ years of help desk experience, or equivalent combination of education and experience. Previous experience in a tier 2 support or tier 3 support corporate environment preferred.

Required Computer and/or Technical Skills

Should have working knowledge of MAC OS/iOS and intermediate knowledge of, Windows XP, 7, and 8,and Microsoft Office, working knowledge of SQL Database Servers, LAN and WAN networks is required. Should have intermediate knowledge and abilities with Microsoft Office products, and strong knowledge of computer and web/digital technologies, software, and applications. A+, Net+, MCSA certifications are a plus.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for more than 6 hours per shift
• Use hands to finger, handle and feel
• Reach with hands and arms
• Talk and/or hear
• Walk or move from one location to another
• Occasionally may need to climb, balance, stoop, kneel, or crouch
• Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally
• Punctuality and regular attendance consistent with the company’s policies are required for the position.
• Average work week is 40-45 hours, which can vary depending on business need.
• The work environment for this position is a moderately noisy office setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.

#LI-DNI

Pay range: $30-32/hr (Depending on Experience). This role will be eligible for medical, dental, vision, 401k, sick leave, parental leave, and company paid time off plan.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.