IT Service Desk TSR

Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed. As proof, Costco ranks eighth in Forbes “World’s Best Employers”.

This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others.

Come join the Costco Wholesale IT family. Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

Technical Support Representatives (TSR’s) screen, refer, diagnose, troubleshoot, and resolve internal inquiries and incidents as they relate to IT systems. TSR’s ensure thorough first-level issue determination is executed utilizing all available knowledge and research tools with the objective of resolving as many end-user issues as possible.

The 24/7/365 Costco IT Service Desk has built a reputation for excellent end-user technical support. As a member of the team, you will be in direct contact with Costco business operations on a daily basis with the primary goal of helping them leverage technical services, programs, and features provided by IT designed to help grow the company.

As a Service Desk Technical Support Representative, you will work directly with Costco employees, partners, and suppliers in the US and Canada in diagnosing, troubleshooting, and solving IT system issues where resolution is key to keeping our business operating as efficiently as possible. Examples of issues include: system access errors, hardware failures, application issues, equipment concerns, and associated requests for information.

If you want to be a part of one of the worldwide BEST companies “to work for”, simply apply and let your career be reimagined.

ROLE

• Upholds Service Desk Metrics by meeting or exceeding expectations for quality, productivity, and service.
• Demonstrates a growing understanding of: Costco’s business and business objectives, IT Divisional Goals and objectives, multiple business areas, technical environments, and systems that support the Costco business.
• Recognizes the impact of projects and/or changes to IT Supported Systems and effectively adjusts troubleshooting to meet the needs of the user.
• Demonstrates independent judgment and ownership of outcomes.
• Actively participates in growth of interpersonal skills and professionalism in interactions with vendors, supported users and other IT teams.
• Builds and maintains cooperative, collaborative, effective relationships with second and third-level IT teams, vendors, and supported users.
• Resolves and/or escalates incidents, and creates internal news and knowledge base articles.
• Participates in continuous improvement activities by evaluating internal tools and processes, and recommending improvements.
• Provides answers to users by identifying issues, researching answers, and guiding users through corrective steps .
• Evaluates, troubleshoots, and solves end users’ IT system issues through first-level IT technical support via phone calls, chat, and/or email.
• Provides detailed documentation of system issues, troubleshooting steps, and associated pertinent information in a ticketing/tracking system.
• Leverages a wide variety of available tools and resources in an effort to resolve system issues.
• Meets or exceeds efficiency expectations for availability, productivity, quality, and service.
• Attends ongoing training to strengthen ability to support new and existing hardware and software applications.
  
  

Required

• Passion for and genuine interest in IT.
• Strong problem solving, troubleshooting skills, and customer service skills.
• Positive, mature, and professional attitude.
• Excellent written and verbal communication skills.
• Ability to work effectively in high-stress situations and within time constraints.
• Outstanding work ethic, self-motivation, and ability to work independently.
• Intermediate to strong typing skills. Interviewed candidates must successfully pass a typing test.
• Scheduling flexibility to meet the needs of the business; a 24/7/365 environment.
  
  

Recommended

• Previous Costco business operations experience.
• Experience using a ticketing/tracking system.
• Knowledge of and experience using Google Applications, AS400, scripting, etc.
• Previous Service Desk experience and/or IT-related college degree(s) or certification(s).
  
  

Required Documents

• Cover Letter
• Resume
  
  

California applicants, please click to review the Costco Applicant Privacy Notice.

Pay Range: $26.44 - $34.62

We offer a comprehensive package of benefits including paid time off, health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursement account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to IT-Recruiting@costco.com

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.