A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Service Desk Technician Ocean State Job Lot - 3.1 North Kingstown, RI Job Details $19 - $22 an hour 1 hour ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Tuition reimbursement Paid time off Vision insurance Gym membership Food provided Qualifications Desktop computer repair Bachelor's degree in management information systems Spanish Google Workspace Google Sheets Google Docs Google Drive Management Information Systems IT operations Writing skills Laptop (troubleshooting support) Incident management software Information Systems Windows Printer (troubleshooting support) Software administration Network infrastructure Associate's degree in Information Systems Computer hardware Desktop (troubleshooting support) Quality issues Computer management Incident management operations support Issue tracking Resolving technical support tickets Networking equipment (troubleshooting support) Technical customer support for office equipment Associate's degree in management information systems 1 year Associate's degree
Full Job Description Company Overview:
Ocean State Job Lot ("OSJL" or the "Company") is a dynamic $850+ million general merchandise retailer with a strong foothold across the Northeast and Mid-Atlantic. With over 170 stores currently and ambitious plans to reach 180 locations, OSJL offers exciting opportunities for growth and contribution. We are an opportunity-driven retailer owning over 50% of our operating locations, totaling 8 million square feet, demonstrating our stability and long-term vision. At OSJL, you will be part of a team committed to delivering exceptional value to our customers while driving positive change and a more responsible future for retail within our communities. Must be able to work first and second shift with some weekends.
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.
OSJL Featured 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 The hourly pay range for this role is $19-22/Hour - varies based on years of experience. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
