Technical Coordinator II

Ross Stores, Inc.; Dublin (CA); On-site; USD 31,684 - 50,971; Full time

Job summary

Ross Stores, Inc. is seeking an IT Support Technician to triage issues, provide customer service, and manage IT tickets across Ross personnel and infrastructure. This in‑office role emphasizes prompt incident resolution, documentation, and collaboration with Tier 2/3 teams to ensure reliable operations.

The position requires 2–3 years in IT, a high school diploma, and strong Microsoft Office skills; bilingual English/Spanish is preferred to assist diverse teams and store locations.

Qualifications

• 2-3 years of experience in the IT field or equivalent work experience.
• High school diploma, GED, or equivalent.
• Bilingual English/Spanish preferred.
• Ability to follow established procedures on routine work and detailed instructions on new assignments.
• Ability to recognize the need for occasional deviation from accepted practice.
• Ability to respond promptly and consistently to changing customer needs and circumstances.
• Ability to adapt to customer service needs.
• Ability to effectively communicate at all levels of the organization.
• Outstanding work ethic that demonstrates a high sense of urgency to resolve issues quickly and efficiently.
• Experience using productivity suite software (Microsoft Office: Excel, Word, PowerPoint, Outlook, Teams, OneDrive, etc.).

Responsibilities

• Respond to and resolve customer support requests and IT service‑related issues.
• Ensure timely resolution in accordance with policy guidelines, department standards, and escalation procedures when necessary.
• Provide thorough ticket documentation and manage tickets, escalating to Tier 2 and Tier 3 support teams and vendors as required.
• Independently resolve a wide array of IT service incidents using technical knowledge.
• Analyze and troubleshoot issues, interpret system‑generated events, and manage incidents per operating guidelines.
• Maintain and update department documents as processes, guidelines, and procedures evolve.
• Support the transition of new IT processes and systems into production environments.

Skills

IT support

Customer service

Bilingual English/Spanish

Microsoft Office

Ticketing systems

Education

High school diploma

Tools

Cisco devices

Dell server basics

POS hardware troubleshooting

Phone management

Job description

Our values start with our people, join a team that values you!

Bring your talents to Ross, our leading off‑price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high‑quality brands and on‑trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.

As Part Of Our Team, You Will Experience

• Success. Our winning team pursues excellence while learning and evolving
• Career growth. We develop industry leading talent because Ross grows when our people grow
• Teamwork. We work together to solve the hard problems and find the right solution
• Our commitment to Diversity, Equality & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Our Corporate headquarters are in Dublin, CA. We have 3 buying offices in key markets (New York City, Los Angeles, and Boston) and 8 distribution centers nationwide. With 2025 revenues of $22.8 billion, Ross is a Fortune 500 company committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

General Purpose

The Technical Services Coordinator II is responsible for initial issue triage, reporting, and providing general support to Ross business units. The coordinator will quickly and accurately determine issue scope and impact to ensure that incidents receive the correct visibility according to the department‑defined Service Level Agreements. The coordinator will provide customer service and support for all Ross personnel and IT infrastructure‑related services. The coordinator will be responsible for creating, maintaining, and closing IT tickets through appropriate troubleshooting and note‑taking and provide status updates as needed. All system failures will follow troubleshooting processes or be escalated to the responsible support group or vendor when necessary.

The base pay range for this role is $22.93 - $37.07, dependent on experience, skills, qualifications, and location. The range is one component of the total compensation package, with other rewards varying by position and location.

Essential Functions

• Respond to and resolve customer support requests and IT service‑related issues.
• Ensure timely resolution in accordance with policy guidelines, department standards, and escalation procedures when necessary.
• Provide thorough ticket documentation and manage tickets, escalating to Tier 2 and Tier 3 support teams and vendors as required.
• Independently resolve a wide array of IT service incidents using technical knowledge.
• Analyze and troubleshoot issues, interpret system‑generated events, and manage incidents per operating guidelines.
• Maintain and update department documents as processes, guidelines, and procedures evolve.
• Support the transition of new IT processes and systems into production environments.

ITIL & Process Responsibilities

• Incident Management
• Problem Management
• Identify Trends
• Create problem issues in the reporting system and assign to the appropriate support group.
• Engage support teams for remediation.
• Communicate results to management teams.

Technical Skills

• Knowledge of network devices (Cisco switches, routers, modems, access points).
• Basic Dell server support.
• Point of Sale hardware troubleshooting experience (scanners, debit pads, hard drives, monitors, cash drawers).
• Phone management and multitasking skills.
• Ability to manage multiple incidents and minimize call times.

Competencies

People

• Collaboration

Self

• Leading by Example
• Communicates Effectively
• Ensures Accountability and Execution
• Manages Conflict

Business

• Plans, Aligns, and Prioritizes

Position‑Related Competencies

• Drive for Results
• Technical Competence and Expertise
• Customer Service
• Analysis and Judgment

Qualifications & Special Skills Required

• 2‑3 years of experience in the IT field or equivalent work experience.
• High school diploma, GED, or equivalent.
• Bilingual English/Spanish preferred.
• Ability to follow established procedures on routine work and detailed instructions on new assignments.
• Ability to recognize the need for occasional deviation from accepted practice.
• Ability to respond promptly and consistently to changing customer needs and circumstances.
• Ability to adapt to customer service needs.
• Ability to effectively communicate at all levels of the organization.
• Outstanding work ethic that demonstrates a high sense of urgency to resolve issues quickly and efficiently.
• Experience using productivity suite software (Microsoft Office: Excel, Word, PowerPoint, Outlook, Teams, OneDrive, etc.).

Physical Requirements/Ada

Job requires ability to work in an office environment, primarily on a computer. Requires sitting, standing, walking, hearing, talking on the telephone, attending in‑person meetings, typing, and working with paper/files. Requires consistent timeliness and regular attendance. Vision requirements: Ability to see information in print and/or electronically. This role requires full‑time in‑office presence, including engagement in in‑person team interaction, meetings, collaboration, client support, mentoring, coaching, and/or feedback.

Disclaimer

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all‑inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities, and experience. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex, veteran status, military status, marital or registered domestic partnership status, medical condition, genetic information, gender, gender identity, gender expression, sexual orientation, and any other category protected by federal, state, or local laws.