Service Desk Technician
: Job Details :

Total Wine & More is seeking a Service Desk Technician to join our Technology team in our Bethesda, MD office. Our Service Desk teams work in a dynamic and often demanding environment that provides IT-related services to our retail and store support staff. They are the Frontline support to ensurestore productivity using incident management and request fulfillment processes. This position is responsible for supporting POS systems, hardware, software, peripherals, networking components, and general trouble shooting issues. In this role, you will be responsible for responding to issues and requests, researching, triaging, and troubleshooting support needs, while utilizing a variety of support tools and resources. You will perform real-time ticket entry, and act as a liaison between customers, business partners, and service owners to provide quality support. This role reports to the Director, Workplace Solutions.Note, during the first 2 weeks, training hours will be 8:00 am - 4:30 pm, EST, Monday - Friday.You will* Monitor incoming incidents via phone and the Jira Service Management ticketing system - triage, troubleshoot, document details & work performed* Ensure that all colleagues across the Service Desk team are kept informed of incident progress and that tickets are updated and resolved per team SLAs* Create a positive support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude* Grows general knowledge and skills of current business processes and IT infrastructure, increasing the rate of first-call resolution* Support a hardworking and solution-oriented environment, while being self-motivated with strong organizational skills* Effective and timely escalation of problems beyond the ability or scope of responsibility by engaging Tier 2, subject matter experts, and/or service owners* Identification, troubleshooting, & resolution support of network, wireless & security issues* Participate and assist the entire IT Team with multiple technical and business projects* Participate in the On-Call and holiday rotation and be flexible to work any shift in an 20x7 environment* Ability to lift up to 65 pounds and walk/stand for long periods of time (with or without accommodations)* Other duties as assignedYou will come with* Bachelor's Degree in Info. Systems or related fields desirable* 2 years of experience with customer service-based IT support is preferred, recent graduates with the right behavioral and talent traits will be considered* Working knowledge of Active Directory, Networking concepts, & Cloud applications* Analytical and problem-solving skills* Proficient working knowledge of all Windows and Office 365.* Hardware/software troubleshooting experience* Ability to work independently and within a team* Ability to communicate technical issues with non-technical people.* Ability to maintain positive relationships with internal and external team members* Ability to use support tools to speed up problem-solving and improve own productivity* HDI, MCP, A+, Network+, or comparable IT certification beneficial* ITIL experience/knowledge, is preferred* Retail/Consumer product background with POS experience, is preferredWe offer* Paid Time Off (PTO)* Generous store discounts* Health care plans (medical, prescription, dental, vision)* 401(k), HSA, FSA, Pre-tax commuter benefits* Disability & life insurance coverage* Paid parental leave* Pet insurance* Critical illness and accident insurance* Discounted home and auto insurance* College tuition assistance* Career development & product training* Consumer classes* & More!Grow with usTotal Wine & More is the country's largest independent retailer of fine wine, beer and spirits, and we continue to grow our footprint year over year. Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people. We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at www.TotalWine.com/About-Us/Careers!The exempt compensation range for this position is $17.00 - $33.99 (hourly). Compensation may vary based on a number of factors including, but not limited to, market location, job-related knowledge, skills and/or experience. Total Wine & More considers several factors when establishing compensation. Estimated salaries determined by third parties have not been validated by Total Wine & More.Total Wine & More is an equal opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace.The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.