Jobs and Careers

Sr Technician IT Services & Support

Mt. Juliet, TN, US, 37122, United Statesfull_timeVerifiedPosted 15 Feb 2024

About the role

We Make Life More Rewarding and Dignified

Location: Nashville
Department: Information Technology

The role of the Senior Technician – IT Services and Support is to provide in depth technical support services to Hollister associates globally, via the phone, email and remote tools or in person whilst ensuring that service levels are achieved and that all customer expectations are met or exceeded.

The Senior Technician – IT Services and Support documents computer related problems and provides thorough troubleshooting solutions escalating to more senior IT Services and Support technicians as needed.

The Senior Technician – IT Services and Support works to ensure that defined metrics and benchmarks are met or exceeded.

The Senior Technician – IT Services and Support implements and follows standards and processes to provide effective customer service and meet departmental requirements

Effectively partners with other IT groups to deliver IT services.

Work within a collaborative team structure providing resolving technical issues for applications, desktops, laptops and mobile devices and configuring equipment.
Rely on instructions and pre-established guidelines to perform the functions of the job.
Serve as the IT single point of contact for associate’s technical inquiries.
Provide front line technical support for Hollister’s computing environment.

Effectively interact with other IT groups to support IT services.
Develop support documentation of Hollister’s end user technology.

Assists with the development of continuous improvement services for the Service Desk.

Develop support documentation of Hollister’s end user technology.

Maintain in-depth working knowledge of business and technology.

Remain current with emerging industry trends
Envision new capabilities to meet business needs.
Develop a working knowledge of Hollister’s end user technology.
Use an incident management system to track Associate technical requests for diagnostics and resolution.

Endeavors to achieve set metrics and key performance indicators (KPIs).

Maintains continuous improvement of services within scope of responsibility.
Responsible for tracking and facilitating customer communication, via phone and email to follow-up on open issues
Communicate status of open ticket in accordance with Service Level Agreements (SLAs) and quality standards.
Responsible for escalating incidents to more senior technicians in accordance with Service Level Agreements (SLAs) and quality standards
Provide a logical and structured approach to troubleshooting, decision making and team emphasis with attention to superior customer service.
Contribute to the ongoing cycle of improving Service Desk processes.

Essential Functions of the Role**:

Ability to interface with Hollister suppliers and associates globally.
Frequent movement over large manufacturing floor areas.
Flexible work schedule.
Remote global desktop support.
Software and hardware support i.e. Windows OS support, PC support, printer and IPT support.
Capable of addressing customer related concerns.
Read technical manuals to aid in troubleshooting process.
Use a personal computer and strong proficiency in MS Office.
Travel via plane, train or automobile.
Ability to identify potential issues and solve or escalate in a timely manner.

Work Experience Requirements

Number of Overall Years Necessary: 2-5

2 - 5 years technical IT or customer service experience with Associate's degree / third level diploma in IT or 5 years of progressive technical IT or customer service experience with a High School diploma

Education Requirements