Desktop Support Specialist

Desktop Support Specialist

Duration: 9 months contract with possible extension

Pay Range: $20 -22/hour onw2

Description: The Store Support & Technical Program team is the face of *** Inc’s technology division (Global Technology Solutions) for our global store employees (***, Old Navy, Banana Republic, & Athleta) and our role is to keep our stores technology up and running and support the introduction of new technology. The Deployment Support Analyst will work directly both with store employees and technicians to support projects by remotely guiding technicians and/or store managers through the installation process.

Responsibilities:

• Provide a high level of support to internal *** Inc. stores employees

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• Guide store managers and vendors through the installation process and validate successful completion of the project
• Troubleshoot and resolve technical or procedural issues reported by customers, using available tools and processes
• Ability to communicate clearly and effectively while delivering excellent customer service with easy-to-understand next steps
• Stay calm under pressure, handle stress, change, accepting ambiguity and be open to feedback for improvement
• Be reliable in meeting scheduled shifts, punctual, and flexible for overtime when needed; be able to work individually and collectively as a team

Qualifications:

• 2+ Years of Service Desk, Deployment or Technical Support, or Call Center experience (preferred)
• Demonstrated ability to exercise professional judgment and to take initiative, assume responsibility and remain flexible in a fast-paced environment with completing priorities
• Proficient within the Microsoft suite of tools including Word, Excel, and Outlook

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• Strong verbal and written communication skills
• Strong technical aptitude, passion, and desire to learn more
• Customer service experience in retail with knowledge of retail technology
• Proven ability to troubleshoot and resolve technical and procedural issues
• Dependable, self-motivated, and drive to excel; exhibit a growth mindset for performance-based feedback

Additional information:

• This is a remote role and the contractor must have their own reliable, high-speed internet and distraction free workspace
• Mandatory training is required for this role; missing a day of training can result in termination of role. Paid training will take place for 4 weeks.