IT Support Specialist I

2 weeks ago

Cleveland, Ohio, United States JOANN Stores Full time
SUMMARY

The IT Support Specialist will become a vital member of a team of technology professionals, acting as the primary point of contact for first-level support in Operations. This role involves initial troubleshooting, information collection, documentation, and escalation of issues. Daily responsibilities include receiving, logging, and managing inquiries from both internal and external clients through phone and web-based ticketing systems. The IT Support Specialist will address technology-related incidents, which may include software, network, point-of-sale equipment, printers, back-office systems, and handheld devices reported by various personnel. As part of the IT organization, this position will contribute significantly to the overall functionality and efficiency of JOANN Stores' IT systems.

The support team operates 18 hours a day, 7 days a week. The ideal candidate should be flexible to work various shifts, including days, evenings, and weekends. This position entails a consistent 40-hour workweek, with the possibility of varying days each week. Responsibilities encompass support for the Store Support Center, multiple distribution centers, and a multi-channel retail environment comprising over 800 stores and e-commerce operations, serving a user base of more than 17,000 team members.

JOB DUTIES
  • Systems Support:
    • Provides assistance for current operational systems and IT equipment within JOANN locations.
    • Addresses issues and incidents in accordance with established resolution service level agreements (SLAs).
    • Identifies and documents the root cause of problems.
    • Strives to enhance systems and processes to promote simplicity, stability, and efficiency while handling customer interactions with professionalism and empathy.
  • System Process / Monitoring:
    • Adheres to technical standards and processes, including service methodologies and compliance requirements.
  • Incident Management:
    • Ensures prompt escalation of issues by documenting their impact and urgency.
    • Facilitates incident and problem resolution, including assessment and prioritization.
    • Collects and thoroughly documents all necessary information for incidents that cannot be resolved immediately.
    • Utilizes the Knowledge Base for information to assist in resolving incidents and provides necessary details for the creation of new Knowledge Base articles.
EDUCATION & EXPERIENCE

Minimum Education: Associate's Degree in computer science, business, or a related field, or equivalent work experience.

Preferred Education: Bachelor's Degree in computer science, business, or a related field.

Minimum Experience: 0-2 years in a relevant professional environment.

Preferred Experience: 2 years in service desk or a related role. Two years of experience is required if substituting experience for education.

KNOWLEDGE, SKILLS & ABILITIES
  • Accountability & Results Orientation - demonstrates a strong sense of personal responsibility, driving progress within the organization.
  • Communication - shares timely updates and information with colleagues, supervisors, and management, providing detailed documentation in incident tickets.
  • Creativity & Innovation - seeks new perspectives and innovative ideas that enhance solutions.
  • Customer Focus - exhibits exceptional customer service skills, empathy, and professionalism, consistently applying a methodical approach to meet or exceed established service levels.
  • Teamwork & Collaboration - fosters a culture of collaboration and teamwork across the organization, working closely with peers, Service Desk Level 2, and other business and application areas.
JOANN is an Equal Employment Opportunity Employer. This job summary is intended to be concise and does not encompass all duties associated with this position. Nothing in this job description should be interpreted as an express or implied contract of employment. JOANN maintains an at-will employment policy, meaning that employment may be terminated by either JOANN or the employee with or without notice or cause unless modified by a written agreement signed by both parties.

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