Current jobs related to IT Helpdesk Associate - Industry - Torrid

At Torrid, our IT Helpdesk Associate helps to 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.

Our Helpdesk Associates balance analysis, technical problem-solving, compliance with processes/standards, collaboration, documentation, and most importantly, amazing customer service to ensure personnel throughout the organization are always able to fully utilize the IT solutions they need to be successful in their jobs.

**THIS ROLE IS A CONTRACT ROLE FOR 3 MONTHS**

**Shift**:Saturday through Wednesday 9AM - 5:30 PM**

**WHAT YOU'LL DO**:

- First and foremost, a Torrid IT Service Desk Analyst is accountable for producing a fantastic customer experience with every interaction they have with a Torrid employee, partner, or vendor.
- 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 make sure that SLAs are met and provide status updates to customers.
- Investigating, diagnosing, resolving, and/or escalating incidents and problems.
- Ensure data is accurately collected, followed up, tracked & 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 helped ensure compliance of others.

**WHAT YOU'LL NEED**:

- 2+ years 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

**Bonus points if you have the following**:

- Experience using ServiceNow
- Previous experience in the retail industry
- Supported creative teams using Adobe’s suite of products on Mac OS
- XStore and/or POS experience
- Experience using Altiris

**What You'll Get**:

- 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.
- Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community.
- Tuition reimbursement program
- Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more.
- Discounts on entertainment tickets and more.
- Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women.
- You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization.