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Senior IT Support Technician

4 months ago

Naperville, United States Crate and Barrel Full time

Crate and Barrel Company Intro: 

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a/n Senior Support Technician

The Senior Support Technician owns all end user support within the local distribution center and helps to support regional cross docks and stores. The Senior support technician is expected to understand the Distribution Center needs, and technology/business landscape, to ensure we have the right devices, software, accessories, and processes in place to manage & support the environment. The senior technician should be a passionate advocate for change and modernization. This role will develop and recommend ways to streamline processes, improve efficiency, and drive automation.

This is an on-site position based out of our Naperville Warehouse. 

A day in the life as a Senior Support Technician… 

  • Coordinate second level end user support tickets (e.g. hardware, software, VC and executive support) across the organization. Ensure the ticket queue is managed to SLA’s with appropriate levels of quality
    • Coordinate tickets and work orders within the team so closure can be completed to appropriate quality levels within defined SLA’s/OLA’s
    • Keep coworkers informed of the status of their tickets and ensure follow-up is performed
    • Meet all productivity and quality goals as measured by the department
    • Create and maintain reports to reflect progress toward goals. Highlight problem areas and recommend remediation plans
  • Ensure inventory is tracked and submit purchases to ensure appropriate equipment and licenses are available
  • Script and automate updates and support
  • Ensure secure configurations (e.g. baselines) are deployed. Assist with periodic audits and enhancing security
  • Coordinate and perform the install, configuration and support all computer equipment and computer appliances in area of expertise at all locations
  • Validate end user functionality of workstations and ensure software applications are provisioned according to business requirements
  • Engage third party support as needed and escalate critical issues appropriately
  • Coordinate and execute the build and manage hardware images across all desktop platforms

What you’ll bring to the table…  

  • Technical knowledge to provide top level support to end user issues (e.g. video conferencing, desktop (Windows/Mac), applications, collaboration solutions (e.g. Zoom, G-Suite))
  • Scripting and automation experience (e.g. Powershell, VB, etc)
  • Ability to write and present information and documentation to various audiences (e.g. leadership, service desk personnel, fellow support staff)
  • Ability to see beyond the tasks and ensure the larger organization needs are being appropriately met
  • Strong attention to detail and interpersonal skills
  • Strong ability to manage multiple issues at once
  • Travel to all company locations to aid with computer equipment and computer appliances set-up and troubleshooting

We’d love to hear from you if you have… 

  • A minimum of 5 years experience providing remote and in-person desktop/walk-up support in an enterprise or retail environment (1000+ clients)
  • Expert level knowledge of end-user technology including: hardware, software, Windows, Apple, mobile devices, VDI, Cloud based desktops, video conferencing, collaboration technologies, etc
  • Technical Bachelor’s Degree or equivalent experience highly preferred

Physical Demands……  

  • Lift up to 50 lbs, with or without assistance, on occasion
  • Lift up to 20 lbs, unassisted on a regular basis