Resource Center Specialist

Overstock.Com; Dallas (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

401k

Flexible schedules

Tuition reimbursement

Leadership development

Employee resource groups

Job summary

Bed Bath & Beyond seeks an IT Support Specialist to act as the central contact for employee IT requests across Stores, Distribution Centers, and Home Office. You will troubleshoot issues, document resolutions, and coordinate with departments to resolve incidents efficiently.

The role requires 2+ years in IT support, proficiency with ServiceNow/Remedy, and strong communication. Location is Dallas area, with on-site duties and rotating on-call responsibilities.

Qualifications

• Bachelor’s degree in technology or equivalent certification.
• At least two years of relevant IT experience.
• Proficiency with Microsoft applications and operating systems (Windows, macOS, iOS, Android).
• Experience with ITSM systems such as ServiceNow or Remedy.

Responsibilities

• Serve as central contact for employee IT requests across Stores, Distribution Centers, and Home Office.
• Troubleshoot, diagnose, and document issues related to systems, network, and processes.

Skills

IT support

Troubleshooting

Incident management

Communication

Team collaboration

Education

Bachelor’s degree or related technology certification

Tools

ServiceNow

Remedy

Microsoft Windows/macOS/iOS/Android

Job description

We Go Beyond:At Bed Bath & Beyond, we believe that everyone should “Be You!”. Bed Bath & Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality, traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more inclusive environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.Principal Duties and ResponsibilitiesServes 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 processesUses monitoring systems to analyze network and system statusFacilitates and follows-up on communication and coordination with other departments for resolution of issuesProcesses end-user systems, hardware, and software requests across the companyAbility to quickly react and effectively communicate during the incident management process in a calm and concise manner, and lead when necessaryDetailed logging of all relevant information from each interaction into the ITSM system.Maintains POS-related equipment and emergency kitsMaintains documentation and training for many procedural and technical areas of store operationsActing as the subject matter experts to assist in developing and writing instructions and updates to store operating proceduresIdentifies areas of opportunity and provides necessary follow-up—communication, clarification, and/or updates to proceduresMaintains and updates Store Systems troubleshooting and quick reference guidesDevelops topics for the online knowledge baseManages email distribution list recipientsSecurity-first mindset for internal information and transfers of privileged IT dataResponsible for maintaining discretion related to all confidential/sensitive company and customer informationCoordinates and participates in weekly update meetings with other areas—Store Systems, Information Systems, and TrainingProvides training to new Home Office and Distribution Center employeesConsistently arrives promptly to work the assigned schedulePerforms other requested tasks and duties as assignedExperience and Skills RequiredBachelor’s degree or comparable certification in technology, preferredAt least two years of relevant experienceProficient 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 skillsBased in Dallas/Ft. Worth areaOn-call capacity, which includes evenings and weekends on a rotating basis with the Resource Center teamAbility to work Weekends – Saturday and Sunday shifts requiredAbility to travel 5% a year, based on the business needsAbility to work in a constant state of alertness and a safe mannerAbility to perform training in the moment for coaching opportunities with subjects related to store systems and processesIs committed to working scheduled hours and has the flexibility to work additional hours based on changing business needsKnowledge of industry business and passion for following trends in the industryAbility to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organizationAbility to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or weekFlexible, with a positive attitude and passion for knowledgeStrong time management and organizational skills with the ability to successfully manage multiple projects at oncePossesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressureMakes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process informationAbility to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changingWho We Are:We’re a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.What We Offer:401k (6% match)Flexible SchedulesTuition Reimbursement, Leadership Development Program, & Mentorship ProgramEmployee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women’s Network, Women In Tech)And More…*Benefits vary based on position, tenure, location, and employee electionPhysical Requirements:This position requires you to sit, stand and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.Equal Employment Opportunity:It is our policy to provide equal employment opportunity for all applicants and associates. This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.