Technical Services Coordinator II

Ross Stores, Inc.; Los Angeles (CA); On-site; USD 80,000 - 100,000; Full time

Job summary

Ross Stores, Inc. is seeking a Technical Services Coordinator II to provide production support and resolve IT service-related issues. This entry-level position requires strong communication skills and a high school diploma, with a focus on teamwork and customer service. Join a leading retail company that values diversity and offers career growth opportunities.

Qualifications

• 1-2 years of experience in the IT field or equivalent work experience.
• Ability to follow established procedures on routine work.
• Good communication skills.

Responsibilities

• Provide initial production support and address technical deficiencies.
• Execute established Service Level Agreements (SLAs) for IT services.
• Monitor events in the enterprise IT environment.

Skills

Communication

Collaboration

Customer focus

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

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

We are the nation’s largest off-price retailer with over 2,000 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 in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

General Purpose

The Technical Services Coordinator is responsible for initial production support, reporting, and providing support to Ross business units. The coordinator will be required to proactively address technical deficiencies and respond to incidents and issues reported by the Help Desk by performing initial technical analysis. The position will apply analytical, technical, and system administration knowledge to troubleshoot, analyze, resolve and/or properly assign production support issues.

The base pay range for this role is $22.93 - $37.07. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

Essential Functions

Relationship Management

• Execute established Service Level Agreements (SLAs) for all IT Services following established procedures on routine work and under instruction on new assignments.
• Recognize the need for occasional deviation from accepted practice when executing uniform approach in handling, escalating and resolving customer feedback.
  
  

Service Management

• Receive support requests and IT service-related issues from customers and respond to semi-routine issues that can be resolved following established procedures and receiving instruction on new assignments.
• Identify, log, categorize, and resolve semi-routine incidents and root causes of problems and raise a problem if required.
• Ensure that trouble tickets are addressed to agreed service levels through prioritization, incident recording, recognition, isolation, resolution and follow up following standard guidelines.
  
  

Service Integration

• Gather performance metrics against stated SLAs following standard guidelines.
  
  

Technical Operations

• Monitor all events in the enterprise IT environment and take appropriate control action to address semi-routine events, following standard guidelines.
• Capture real time triggers from the production environment and resolve semi-routine issues or facilitate responsive actions to ensure service level performance.
  
  

Competencies

People

• Collaboration
  
  

Self

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

Business

• Plans, Aligns and Prioritizes
  
  

With Particular Emphasis On The Following Specific Position-related Competencies

• Composure
• Team work
• Learning on the fly
• Customer focus
  
  

Qualifications And Special Skills Required

• 1-2 years of experience in the IT field or equivalent work experience
• High school diploma, GED or equivalent
• 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
• Good communication skills
• Understanding of productivity suite software (i.e. Microsoft Office products)
  
  

Physical Requirements/Ada

This position requires the ability to work in an office environment, including using a computer, attending meetings, working as part of a team, and the ability to communicate with team members and others. Regular attendance also is a requirement of the position.

Occasional Requirements: Job occasionally requires bending, kneeling, reaching, and sitting, standing and lifting and carrying items up to 10 lbs

This role requires full-time in-office presence, including attending in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback.

Supervisory Responsibilities

None

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. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. 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 (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Retail

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