Technical Support Specialist

The Technical Support Specialist will provide second level technical and operational support for the installation, maintenance, documentation, and technical support of enterprise software applications and hardware.

Primary Responsibilities

• Responsible for the setup, installation, maintenance, support, repair/replacement, and physical moves of all company provided user hardware, including desktop PC systems, laptops, printers, multi-function devices, and scanners (except for Telecom hardware).

• Conduct refresh/replacement projects for all user hardware beyond its useful life expectancy.

• Support the setup, installation, maintenance, and repair/replacement of all company provided iPads for all Chesapeake and field associates.

• Responsible for user software installation, removal, maintenance, and support for all SSC and field users.

• Manage incidents and requests via ServiceNow to ensure service level agreements (SLAs) are met.

• Document ServiceNow incidents and requests to provide accurate data for reporting.

• Assist with hardware and software products, including installation, testing, documentation, and technical support for applications programming, computer operations, and enterprise end-user communities.

• Analyze and resolve application and system problems quickly and efficiently; maintain manual and automated documentation and procedures that support these tasks.

• Manage and perform ongoing maintenance of hardware and software systems, utilizing internal and external resources.

• Identify causes and corrective actions for hardware/software problems across the enterprise, performing corrective action when necessary and placing service calls when appropriate.

• Perform second-level operational and technical support, providing hands-on assistance to SSC and field users.

• Take initiative to recommend improvements in procedures that will increase the efficiency of the facility and staff members regarding IT-related technical issues and processes.

• Support the Remote IS Support Specialists working at all Distribution Centers with special technical requirements and assistance they may need from the SSC Technical Services Group.

• Provide hands-on technical support for all company meetings, including board meetings, stockholder meetings, field user meetings, and associate training sessions, both in the SSC and at off-site locations.

• Work closely with the Facilities team in coordinating physical moves within departments requiring equipment.

Other Responsibilities

• Maintain a high level of communication with SSC IT staff.

• Coordinate with other divisions within the Dollar Tree IT Department as necessary to fulfill primary responsibilities.

• Develop and maintain an ongoing positive rapport with end users to enhance the perception of the IT function.

• Provide evening and weekend coverage to manage special needs, procedures, and emergencies as appropriate.

• Assist the Manager of Technical Services with special projects.

Minimum Qualifications

Education: HS Diploma required. Associate's degree in Computer Science, MIS, or a related field, or equivalent experience, desired.

Experience: Minimum of 2 years of experience supporting various end users with hardware and software, including procedural problems. Must have experience supporting devices in a network environment.

Licensure/Certifications: One or more of the following preferred: CompTIA A+, Network+, or Security+.

Key Competencies: Excellent communication and people skills required. Strong troubleshooting skills necessary. Must be able to work autonomously and participate in team activities. Must be customer-service oriented. This position works five 8-hour days and may require overtime.

Physical Requirements: Must be able to lift and carry up to 50 pounds of IT devices to a height of 3-4 feet. Must be able to bend, kneel, and sit properly to set up IT equipment under and on top of desks in offices and cubicles.

Start Rate = $22.00 to $24.00 Hour

The company offers Health, Dental, & Vision, a flexible spending account, life and disability insurance benefits, a 401k plan, PTO, paid holidays annually, and an employee stock purchase plan.