IT Helpdesk Associate - (6 Month Contract)

About the role

At Torrid, our IT Helpdesk Associate helps resolve computer hardware, software, security-related issues, and service requests for our store, HQ, and warehouse users. As a team, we aim to quickly and completely resolve issues that start and end with a fantastic customer experience. You’ll work closely with other IT teams to escalate issues and problems outside your scope of knowledge and/or expertise. This role is a contract position for 6+ months.

Schedule

Thursday - Monday, 8:00 AM - 4:30 PM

Responsibilities

• First and foremost, produce a fantastic customer experience with every interaction involving Torrid employees, partners, or vendors.
• Ensure timely and effective resolution to all Service Desk calls and incidents by providing technical and procedural support, resolving user issues in accordance with established standards and documentation.
• Manage service requests to meet SLAs and provide status updates to customers.
• Investigate, diagnose, resolve, and/or escalate incidents and problems.
• Ensure data is accurately collected, followed up, tracked, and escalated through ServiceNow.
• Adhere to Service Standards by courteously answering all Service Desk inbound calls and meeting the expectation that 90% of calls are resolved within 5 minutes.
• Participate in the configuration, deployment, maintenance, and support of PCs, Macs, printers, cell phones, VOIP, POTs, network hardware, and POS equipment.
• Coordinate issue resolution with other support areas such as Store Systems, IT Operations, IT Infrastructure, and IT Applications.
• Utilize approved tools and processes for support and help ensure compliance of others.

Requirements

• 2+ years of IT Service Desk experience.
• 2+ years of experience with Microsoft Windows Desktop, Windows Server, Office/M365, and Active Directory.
• Experience providing support for PC, Apple Mac, MacBook, and MacOS as well as iOS and Android mobile devices.

Preferred Qualifications

• Experience using ServiceNow.
• Previous experience in the retail industry.
• Supported creative teams using Adobe’s suite of products on Mac OSX.
• Store and/or POS experience.
• Experience using Altiris.

Benefits

• A culture where people are accepted and encouraged to be who they are.
• Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses.
• Comprehensive wellness package including medical, dental, vision, and Flexible Spending Account.
• Generous 50% employee discount and access to employee-only sales.
• Paid volunteer time: up to 32 hours annually for volunteering in the community.
• Tuition reimbursement program.
• Employee Assistance Program (EAP) aimed at helping employees address personal and family issues.
• Discounts on entertainment tickets and more.
• Opportunity for upward mobility at all levels of the organization.

Pay

Hourly $20.50 - $21