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TECHNICAL SUPPORT SPECIALIST Full-time

at Dollar Tree Virginia in Virginia (Published at 01-07-2022)

~~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 (with the exception of Telecom hardware).
  • Conduct refresh/replacement project 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 that is performed by an outside contractor.
  • 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 (SLA) 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 the applications programming, computer operations and enterprise end user communities.
  • Analyze and resolve application and system problems quickly and efficiently; maintaining manual and automated documentation, procedures, etc. that support these tasks.
  • Manage and perform on-going maintenance of hardware and software systems, utilizing internal and external resources.
  • Identify cause and corrective actions for hardware/software problems at the enterprise; performing corrective action when necessary and placing service calls when appropriate.
  • Perform 2nd Level operational and technical support, providing hands-on assistance to SSC and field users.
  • Be proactive in recommending improvements in procedures that will increase the efficiency of the facility and staff members in regards to 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 off-site locations.
  • Work closely with the Facilities team in coordinating physical moves within departments requiring user equipment to be relocated.
Other Responsibilities:
  • Maintain a high level of communications 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 that may be assigned.
Minimum Qualifications:
  • Education: HS Diploma Required, Associate?s degree in Computer Science, MIS or related field or equivalent experience desired.
  • Experience: Minimum of 3 year experience in supporting various end users with hardware and software including procedural problems. Must have experience with supporting devices in a network environment.
  • Licensure/Certifications: Prefer one or more of the following: CompTIA A+, Network +, or Security+
  • Key Competencies: Excellent communication and interpersonal skills required. Strong troubleshooting skills a must. Must be able to work autonomously and participate in team activities. Must be customer service oriented. This position works (5) 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 setup IT equipment under and on top of desks in offices and cubicles.


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