Careers

Title of Position: Support Specialist - Tech I

Department: Store Systems - 9502

Reports To: Supervisor,

Supervises Direct Reports: No

Work Location: Winder, GA

Seasonal Temp position for up to 90 days

Range of pay: $21.00-30.00

Title of Position:                Specialist I, Technical Support

Department:                       Systems Infrastructure - 9503

Reports To:                         Supervisor – Technical Support (Tier I)

Supervises Direct Reports:   No

Work Location:                    Winder

POSITION OBJECTIVE:

The Technical Support Specialist position is responsible for providing technology support for corporate, store, and remote users with their technology including Desktop PC’s, POS, Servers, Network Devices and Applications. Responsibilities include proactive monitoring, troubleshooting, support and reporting, job schedule review, backup media cataloging, technical support, report generation, and other assigned duties.

FUNCTIONAL RESPONSIBILITIES:

Responds to inbound associate requests via telephone, email, remote access, and in-person to diagnose and resolve technology issues. Performs outbound calls necessary for investigation/follow up of problems with stores for reported issues.

Initiates, updates, tracks and closes trouble tickets through the internal work order system. Follows established policies and procedures. Provides correct follow-up, routing and escalation when situations require.

Escalates issues to appropriate personnel or departments based on priority and escalation standards. Performs research for support and business partners as needed.

Works to ensure that procedures and processes are clear and are followed going forward. Addresses procedural questions from HQ and Store Associates.

Provides and Manages secure access to vendors and Chico’s associates relating to production systems.

Communicates status of issues with responsible parties and Management in writing and verbally. Generates and distributes business and technology reports.

Catalogs and tracks backup media.

COMPETENCIES:

·         Problem Solving:Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

·         Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.

·         Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

·         Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.

·         Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

·         Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

·         Peer Relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

·         Composure: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

·         Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

·         Self-Development: Is personally committed to and actively works to continuously improve themselves. Understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.

QUALIFICATIONS:

·         1-3 years computer service experience in a fast paced business environment.

·         Experience working with Windows based operating systems including Windows 2000, Windows XP, Server 2003, and industry-standard network monitoring tools (IP Monitor, Microsoft MOM, and HP OpenView).

A+ certification required.

·         Previous experience with phone-based support preferred.

      Avaya phone system support a plus.

      Basic network topology and connectivity understanding.

·         Working Knowledge of Microsoft Business Applications (Outlook/Exchange, Office products)

·         Strong customer service and communications skills (verbal and written).

·         The ability to analyze and resolve issues via telephone and in writing.

·         Attention to detail.

·         Ability to work in both team environments and as an individual contributor.

·         Strong organizational & multi-tasking skills – can prioritize workload in
a fast paced environment.

·         Must be dependable, punctual, and reliable.

·         Must be available to work nights and weekends.