Service Desk Technician

Key Responsibilities

• Receive and prioritize incidents across stores, offices, and the DC for hardware, software, network, and equipment problems.
• Utilize troubleshooting skills to identify and resolve issues with Company devices, including, but not limited to, computers, laptops, phones and printers, both remote and onsite.
• Determine priority and severity of each issue by implementing incident management processes.
• Utilize a service desk application to track service requests and incidents, deployments (hardware & software installations/upgrades), and equipment returns.
• Perform quality checks on returned equipment and facilitate repairs.
• Work independently and collaboratively to manage the lifecycle of service incidents, taking ownership of assigned tasks.
• Participate in IT projects and assist with system administration tasks as needed.
• Effectively utilize virtual means to communicate efficiently and work independently under remote conditions as applicable.

Qualifications

• Bachelor’s degree or Associate’s degree in Management Information System or a related field is preferred.
• 1 or more years of hands-on experience supporting computer hardware, operating systems, and networking infrastructure in a technical support environment.
• Point of sale system experience is preferred.
• Highly proficient in Microsoft Windows operating system (OS) and Google platform (i.e., Sites, Slides, Drive, Docs, Sheets).
• Bilingual speaking and writing skills (Spanish) is preferred.

Work Environment

• Works primarily in a climate controlled environment with minimal safety and health hazard potential.
• Works in an office environment remaining stationary at a desk, table, or computer workstation for extended periods of time.
• Frequently uses near vision for reading and computer tasks.
• Weekly work schedule requires one weekend day and one evening shift until 9pm.
• Reasonable accommodations may be made to enable individuals with disabilities to Perform Essential Functions.

Total Rewards & Perks

• Competitive Paid Time Off (PTO)
• Comprehensive Health Coverage: Including but not limited to Medical, Dental, Vision, and much more.
• 401K Program
• Flexible Spending Account (FSA)
• Tuition Reimbursement
• Associate Store 30% Discounts
• Enjoy complimentary access to OSJL-owned vacation properties, along with discounted gym memberships and 30% off at OSJL affiliated restaurants.
• Free lunch Fridays

Pay

The hourly pay range for this role is $19-22/Hour - varies based on years of experience.