Resource Center Specialist

About the role

Serves as the central point of contact for employee requests from all areas of the company (Stores, Distribution Centers, and Home Office) in systems, network, and process-related issues. This role requires a security-first mindset for internal information and transfers of privileged IT data, and maintaining discretion related to all confidential/sensitive company and customer information.

Responsibilities

• Troubleshoots, diagnoses, and documents issues related to systems, network, and processes.
• Uses monitoring systems to analyze network and system status.
• Facilitates and follows up on communication and coordination with other departments for issue resolution.
• Processes end-user systems, hardware, and software requests across the company.
• Quickly reacts and effectively communicates during the incident management process in a calm and concise manner, leading when necessary.
• Logs detailed information from each interaction into the ITSM system.
• Maintains POS-related equipment and emergency kits.
• Maintains documentation and training for procedural and technical areas of store operations.
• Acts as a subject matter expert to assist in developing and writing instructions and updates to store operating procedures.
• Identifies areas of opportunity and provides necessary follow-up—communication, clarification, and/or updates to procedures.
• Maintains and updates Store Systems troubleshooting and quick reference guides.
• Develops topics for the online knowledge base.
• Manages email distribution list recipients.
• Coordinates and participates in weekly update meetings with Store Systems, Information Systems, and Training teams.
• Provides training to new Home Office and Distribution Center employees.
• Consistently arrives promptly to work the assigned schedule.
• Performs other requested tasks and duties as assigned.

Requirements

• Bachelor’s degree or comparable certification in technology, preferred.
• At least two years of relevant experience.
• Proficient with industry technology, including Microsoft applications and operating systems, MacOS/iOS, and Android.
• Proven experience with mainstream ITSM systems such as ServiceNow, Remedy, etc.
• Proven technical and problem-solving skills.
• Based in the Dallas/Ft. Worth area.
• On-call capacity, including evenings and weekends on a rotating basis with the Resource Center team.
• Ability to work weekends—Saturday and Sunday shifts required.
• Ability to travel 5% a year, based on business needs.
• Ability to work in a constant state of alertness and in a safe manner.
• Ability to perform training in the moment for coaching opportunities related to store systems and processes.
• Commitment to working scheduled hours with flexibility to work additional hours based on business needs.
• Knowledge of industry business and passion for following trends in the industry.

Skills

• Clear and effective communication, both orally and in writing, at all levels within and outside the organization.
• Ability to quickly separate mission-critical tasks from lower-priority tasks; focuses on high-value projects.
• Flexible with a positive attitude and passion for knowledge.
• Strong time management and organizational skills with the ability to manage multiple projects simultaneously.
• Focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure.
• Ability to make strategic and effective decisions in the best interest of customers and the company.
• Ability to work within and exemplify The Container Store brand: matchless, fun, authentic, team-focused, and life-changing.

Who We Are

We’re a passionate group of collaborative problem solvers and creative innovators working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

Benefits

• 401k (6% match).
• Flexible schedules.
• Tuition reimbursement, leadership development program, and mentorship program.
• Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women’s Network, Women In Tech).

Physical Requirements

This position requires you to sit, stand, and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping, and reaching are also frequently required.