This team member will join a group of IT professionals focusing on Operations first level support, including trouble identification, information gathering, initial troubleshooting and escalation. This group manages service alerts through automated reporting mechanisms, monitors and user-initiated calls. As a team member within the IT organization, this role will contribute daily to the health and welfare of JOANN Stores IT Systems. Through a mix of daily support and project deliverables, this position will be provided with opportunities for growth that may lead to future advancement. Along with formal training, Lead and Senior team members will provide ongoing direction and mentoring. The Level One Support Coordinator will be supporting and handling IT system issues reported by our store and corporate personnel. Call center operates 18 hours per day, 7 days per week. The successful candidate will have the ability to work a wide variety of shifts (days, evenings, weekends, etc.)
Responsibilities & Competencies
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.
Incident Management- Ensures timely escalation of issues by documenting the impact and urgency
Drive incident and problem resolution, including rationalization and prioritization
Capture all appropriate information needed for incidents that are unable to be resolved immediately.
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.
Creativity & Innovation - seeks out fresh perspectives and breakthrough ideas that add value to a solution.
Customer Focus - applies a consistent approach to serving customers and supports methodologies that meet or exceed established customer service levels.
Minumin: Associate's Degree in computer science, business or related field or equivalent work experience
Preferred: Bachelor's Degree in computer science, business or related field
2 years relevant professional experience