Resource Center Specialist

Overstock; Dallas (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

401k (match)

Flexible schedules

Tuition reimbursement

Leadership development program

Mentorship program

Job summary

Bed Bath & Beyond is seeking an IT Service Desk Specialist to be the central point of contact for employee requests across stores, distribution centers and home office. The role emphasizes troubleshooting, documenting issues, monitoring systems, and effective communication during incident handling.

The position requires working with ITSM platforms, training colleagues, and maintaining store systems and procedural documentation.

Qualifications

• Bachelor's degree or comparable certification in technology preferred.
• At least two years of relevant experience.
• Proficient with Microsoft applications and operating systems (Windows, MacOS/iOS, Android).
• Proven experience with ITSM systems such as ServiceNow, Remedy, etc.

Responsibilities

• Serves as central point of contact for employee requests from Stores, Distribution Centers, and Home Office.
• Troubleshoots, diagnoses and documents issues related to systems, network, and processes.
• Uses monitoring systems to analyze network and system status.

Skills

Microsoft applications

MacOS/iOS

Android

ITSM systems

problem-solving

communication

Dallas/Ft. Worth based

Education

Bachelor's degree or comparable certification in technology

Tools

ServiceNow

Remedy

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 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

Experience and Skills Required

• 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


• On-call capacity, which includes evenings and weekends on a rotating basis with the Resource Center team


• 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


• Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization


• Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week


• Flexible, with a positive attitude and passion for knowledge


• 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


• Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changing

Who 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 Schedules


• Tuition Reimbursement, Leadership Development Program, & Mentorship Program


• Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women's Network, Women In Tech)

And More...

*Benefits vary based on position, tenure, location, and employee election

Physical Requirements:

This position requires you to