With over 130 store and warehouse locations and more than 7,500 associates across the U.S. and Canada, Crate and Barrel is a dynamic and growing multi-channel furniture and housewares retailer. So we can continue to help others love how they live in moments that matter, the iconic brand is looking for a driven and passionate professional to raise the bar and join our Technology department as a Service & Operations Desk Technician in our Northbrook, IL corporate office.
The Service and Operations Desk acts as the single point of contact for all technology services across the organization and provides first levels of support for associates and systems. This team provides the "eyes and ears" for the network, ensures production operations run as planned, and provides first contact for all end user issues.
Provide support for technology incidents and work orders:
Open/Close incidents and work orders in incident tracking tool.
Own and update all incidents and work orders received. Acknowledging, remediating, or escalating any system, networking, database, application, or end user issues as they arise on your shift.
Troubleshoot to resolution where possible. Only escalate where time consumed to resolve goes beyond reasonable levels; priority/volume dictates the need; when typical methods/measures are exhausted; or if physical presence is required.
Keep associates updated on the status of their tickets.
Ensure follow-up is performed by level 2/3 support.
Escalate issues that appear to be linked to larger level problems or have high levels of impact to the organization.
Meet all productivity and quality goals measured by the department.
Highlight areas of improvement and repeatable tasks that should be a target for automation.
Execute as400 procedures (manual in nature).
Monitor enterprise job scheduler for alerts.
Conduct, monitor and remediate backups within the enterprise.
Execute production program promotions and participate in large-scale software implementations and/or system upgrades
Create, edit and submit knowledge base documentation and content.
Performance basic client and system administration activities.
Mentor new associates on technical issues.
What you'll bring:
Technical Degree (Associates or Bachelors) or demonstration of equivalent background and/or knowledge
3 years experience working technical support environment preferred
A high level of technical acumen and abilities troubleshoot technical issues to resolution
Good interpersonal skills and a passion for resolving issues in a timely fashion and delighting customers
Ability to multi-task in a high-volume environment
Ability to use various tools to resolve system and end user issues
Ability to work different shifts to accommodate fluctuations in call volume
Knowledge of networking, system administration, security, and end user technologies
Knowledge of scripting and automation preferred
Knowledge of ITIL best practices preferred (Incident, problem, change, release)
Good reading, written and verbal language skills (English)
The job description and other aspects of the job listed on this job posting should not be construed to contain every function/responsibility that may be required to be performed by an associate in this job. Associates are required to perform other related functions as assigned.
Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as "the Company". The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request.
The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.
State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.