L2 Service Desk

SUMMARY

This team member will join a group of IT professionals serving as the primary point of contact focusing on Operations second level support, including advanced troubleshooting, information gathering and documenting, escalation, and price file auditing. Service Desk Specialists will be working with IT associated incidents, related but not limited to software, network, POS equipment, printers, back office and handheld devices reported by our store, corporate and distribution center personnel. The Service Desk Specialist, Level 2 role has elevated access to perform advanced troubleshooting and if they are unable to resolve an issue, they will escalate thoroughly documented tickets to Level 3 teams, as well as vendors when applicable. This team will also assist Service Desk Level 1 managing calls from internal and external customers via telephone and or web-based ticketing system as needed. As a team member within the IT organization, this role will contribute daily to the health and welfare of JOANN Stores IT Systems.

The Service Desk Level 2 operates 13 hours per day, 7 days per week. The successful candidate should have the ability to work a wide variety of shifts (days, evenings, weekends). The schedule includes rotating weekly shifts which are published in advance. Responsibilities extend to the Store Support Center (SSC), 4 distribution centers and multi-channel retailing through over 850 stores and ecommerce. The total user environment consists of over 20,000 team members.

PRINCIPAL DUTIES

• Systems Support- Provides support for current production systems and IT equipment in JOANN stores

• Resolves problems and incidents in compliance with established resolution SLA

• Determines and documents root cause of problem

• Works to improve systems and processes to enforce simplicity, stability and efficiency.

• System Process / Monitoring- Supports technical standards and processes, including service methodologies and compliance standards. Proactively monitors environments in order to resolve issues in a timely manner such as monitoring store broadband.

• Incident Management- Ensures timely escalation of issues by documenting the impact and urgency

• Drive incident and problem resolution, including rationalization and prioritization

• Capture and thoroughly document all appropriate information needed for incidents that are unable to be resolved immediately. Reference Knowledge Base for information to assist with resolution of Incidents and provide the needed information to have new Knowledge Base articles created.

KNOWLEDGE, SKILLS & ABILITIES

• Accountability & Results Orientation - demonstrates a high degree of personal accountability, driving progress in the organization.

• Communication - proactively shares timely updates and information with peers, supervisor and upper management. Ensures detailed documentation in incident tickets.

• Creativity & Innovation - seeks out fresh perspectives and breakthrough ideas that add value to a solution.

• Customer Focus

• Demonstrates excellent customer service skills, empathy, and professionalism. Applies a consistent approach to serving customers and supports methodologies that meet or exceed established customer service levels.

• Teamwork & Collaboration - promotes a culture of collaboration and teamwork across the organization and works closely with Service Desk Level 1, sharing knowledge and educating whenever opportunities arise. Works closely with additional business and application areas.

EDUCATION & EXPERIENCE

Education Minimum: 2 Year / Associate's Degree in computer science, business

Education Preferred: 4 Year / Bachelor's degree in computer science, business or related field

Experience Minimum: 0-2 years' experience

This position will be located at:

5555 Darrow Road Hudson, OH 44236

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members:

• Medical, Dental and Vision benefit plans

• Company-paid basic, Optional, and Dependent life insurance

• Long-term disability and Company-paid Short-term disability

• Paid Time Off and Sick Time

• Tuition Reimbursement

• Team Member Discount

For more details on benefits and eligibility requirements, Click Here or visit https://joann.myben.site/

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JOANN is an Equal Employment Opportunity Employer. This job summary is intended to be brief and does not list all duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. JOANN is an at-will employer, which means that your employment may be terminated by JOANN or yourself with or without notice or cause unless the at-will arrangement is modified by a written agreement signed by both you and and authorized representative of JOANN.