IT Support Specialist - Hanover, MD

Come work for us! We are looking for dedicated employees to join our team to help our customers have the best experience possible every time they enter a DTLR store. Our employees are key to our success. POSITION SUMMARY: The Store Support Specialist is a member of the help desk team that provides daily IT support for the DTLR stores, corporate office and distribution centers. The support provides resolution to technical, computer, and phone issues. This individual is also responsible for regular maintenance and support of store registers and PCs and is the first line of help desk support for end users. ESSENTIAL DUTIES AND RESPONSIBILITIES • Technical support for hardware, software and connectivity issues at store locations. • Recognition, research, isolation, resolution, and follow-up steps for issue resolution. • Confers with IT group to obtain information on limitations and capabilities of existing system and capabilities required for optimizing end user productivity. • Enter data into computer system to store, retrieve, and manipulate data for analysis of system capabilities and requirements. • Documents all support contacts, the action taken, and problem resolution • Onsite training in local stores to enhance knowledge base. • Run test scripts on various back end test systems and the test POS systems. • Support new store set up and installation of hardware and software. • Support deployment of mobile devices and applications to stores. QUALIFICATIONS: To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required: EDUCATION: • Associates Degree or the equivalent in job related experience. • Microsoft, Networking and VMWare certifications encouraged but not required. SKILLS AND ABILITIES ▪ Microsoft Windows 7 Pro, Windows 10 Pro, Windows Server 2008, Windows 2012 Server, MS Exchange Server 2010, MS SQL 2005 & 2008, MS Office 2010, Linux, Citrix, VMWare, Nagios, Thin Clients, Symantec Endpoint Protection. ▪ Knowledge of commonly-used concepts, practices, and procedures associated with helpdesk management including triage, escalation, follow-up, and end user resolution validation. ▪ 1-3 years Help Desk experience in a corporate environment supporting PC, laptop, and application support in a Microsoft environment. ▪ Experience with a ticketing system (e.g. Dell KACE, Jira, Salesforce, etc.). ▪ Proven ability to be self-directed and task oriented with an understanding of correct escalation tactics. ▪ Strong communication skills, both written and verbal. ▪ communicate with management, associates and customers. ▪ Must demonstrate an ability to think strategically, plan and organize effectively. ▪ Must be able to maintain an exemplary degree of professionalism in all situations. ▪ General knowledge of retail math literacy and application of concepts to daily operations. ▪ Requires a proficient analytical ability to gather and summarize data for reports. ▪ Results driven with demonstrated critical and creative thinking skills. Project management, time management, analytical and superior organizational skills required. ▪ Demonstrated leadership and decision-making skills. ▪ Proven ability to plan, organize, multi-task, set priorities effectively and efficiently to proactively respond to changing demands, from multiple sources. ▪ The ability to execute directives with precision and consistency. ▪ Excellent computer skills in a Microsoft Windows environment ▪ Strong organizational, time management and multi-tasking skills. ▪ Detail and team oriented. ▪ Understanding of network and telephony technologies. ▪ Working knowledge of mobile operating systems. ▪ Must be able to lift up to 60lbs, regular and repeated bending, and stooping are requirements for this position. ▪ Participate in night/weekend on-call rotation for store support. PHYSICAL REQUIREMENTS: • While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel; and talk; or hear. • The employee must occasionally lift and/or move up to 60 pounds. • Specific vision abilities required by this job may include close vision, distance vision and depth perception. • The incumbent must be able to work in a fast-paced environment. GENERAL INFORMATION: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. DTLR, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. General Information: The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. DTLR, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We are DTLR., a premium retailer of the latest shoes, apparel, and accessories. Headquartered in Hanover, MD, there are about 250 DTLR locations primarily in U.S. malls. We employ more than 3,000 store associates who are experts in style, and passionate about everything sneaker culture. California Privacy Policy click here