What are the responsibilities and job description for the Desk Side Support position at Private Applications?
A world leader in innovative, casual footwear, Crocs, Inc., is dedicated to the future of comfort. Our original and most famous style, the Classic Clog, is instantly recognized around the world — and for good reason: since 2002, we've sold more than 600 million pairs in over 90 countries! We achieved our status as a global leader in the casual footwear category by taking an inherently simple approach to uniting style, modern comfort, and value. Every day, we make a choice to have an open mind and look on the bright and colorful side of life. We embrace and celebrate the uniqueness in everyone, inviting the world to Come As You Are!
Desk Side Support is a member of the Global Support Team and provides IT support largely for the Crocs Americas Region, while being available to assist other regions. This role will focus on providing front-line Operations and Retail technical support by responding to incidents and requests reported by users. Support includes detailing all relevant information in the system of record; solving the issue within the parameters of ITIL frameworks, ITSM processes and standard methodology; reviewing and resolving assigned tickets; communicating and advancing issues using good judgment and self-initiative, and delivering the highest level of customer service.
WHAT YOU'LL DO
- Provide outstanding Customer Service and IT Support
- Promptly respond to incidents and service requests
- Document, track, and solve incidents while ensuring timely resolution, or accurate routing for escalation as needed
- Configure/Maintain A/V equipment and rooms
- Stay engaged on meetings requiring AV support start to end
- Follow all established support procedures and participate in the development of new procedures
- User Account Provisioning/De-provisioning
- Provide troubleshooting and support of retail systems
- Work with external vendors or MSP's to report, escalate, and handle incidents when needed
- Create and maintain knowledge articles for use by the Global Support Team and Users
- Create, distribute, and maintain administrative and system documentation, user guides
- Provide technology training for Users
WHAT YOU BRING TO THE TABLE
- Associates degree in Computer Science, Mathematics, Business or equivalent work experience and certifications (e.g A , Security , Network )
- 2-3 years of desk side support experience and broad Customer Service and Technology experience in a global company (retail company a plus)
- Experience with Active Directory, Audio Video Systems (Teams, Zoom, WebEx), and Remote Desktop Services
- Must have shown experience supporting the following: Windows 10, OS X, iOS and Android. Office 365 suite, including OneDrive, Teams Chat, Teams Phone System and VPN Solutions
- Must be available for weekend work, early morning, and late evening shifts, including holidays
- Exceptional customer service orientation with strong problem-solving ability
- Superb communication, presentation, and social skills
- Ability to maintain high level of confidentiality
- Ability to prioritize and implement multiple initiatives in a collaborative and fast-paced environment
- Demonstrate deep technical abilities and decision-making skills
- Highly motivated self-starter
- ITIL v3 or v4 Certification a plus
- Proven understanding of PC hardware, printers, software, and peripherals
- Knowledge of Microsoft Operating Systems and Applications
- Retail experience and POS experience a plus
- Basic understanding of networking technologies and protocols such as TCP/IP, DNS, DHCP
- Windows' server basics (print server options / account resets)
- Basic networking (VPN/VLAN/WIFI) knowledge
- Knowledge of Mobile Device Management
- Able to coordinate with vendors to fix above tier issues and escalations
Crocs is an Equal Opportunity Employer committed to a diverse and inclusive work environment.
Title: IT End User Computing Engineer
Job Level: P2
Career Level: CL4
Salary Range: $58,000 - $73,000
Workplace Persona: Resident (in office 90-100%)
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
Salary : $58,000 - $73,000