Support Technician

SUMMARY The Support Technician will join a group of IT professionals focusing on device / software deployment and service call resolution for the Store Support Center (SSC). A majority of time will be spent on troubleshooting / analyzing production support issues to meet the business needs for SSC customers. Responsibilities are knowledge base creation, provisioning, deploying systems and software for SSC environments. Responsibilities also include ongoing installs and patch management for application operating systems. Additional responsibilities may include hardware installs, MAC's (Moves, Adds and Changes) and support. As a team member within the IT organization, this role will contribute daily to the health and welfare of JOANN IT Systems. Through a mix of daily support and project deliverables, this position will be provided with opportunities for growth and advancement. Along with formal training, Supervisor and Senior team members will provide ongoing direction and mentoring. JOB DUTIES Systems Support: Provides support for current production systems. Resolves problems and incidents in compliance with established resolution SLAs. Determines and documents root cause of problems (knowledge base creation). Works to improve systems and processes to enforce simplicity, stability and efficiency. Deploy Devices / Software for Desktop and Telecom Solutions: Schedule rollout activities and communicate plan. Adjust plan as needed to complete deployments on approved timelines. Manage deployment of built solutions with reported completion statistics. Design & Build Store, Desktop and Telecom Solutions: Assist with the architecture and design of system and process solutions that supports the functional specifications and the framework of our IT strategy and technical platform. Ensures technical solution designs are consistent with departmental standards. Builds solutions that meet or exceed documented business requirements. System Management / Monitoring: Work closely with selected vendors to help monitor and stay up on required maintenance. Capture all appropriate information needed for incidents that are unable to be resolved immediately. 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. Communicates patterns which indicate a more global issue which needs to be escalated. EDUCATION & EXPERIENCE Education Minimum: Associate Degree in computer science, business or related field or equivalent work experience Education Preferred: Bachelor's Degree in computer science, business or related field. Experience Minimum: 2 years of relevant professional experience Experience Preferred: 5+ years relevant experience in a large retail information technology environment 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. Computer literacy and computing skills Excellent work ethic and critical thinking skills Natural problem solver and able to solve complex problems. Excellent organization skills and able to manage multiple tickets at once. Excellent customer service skills 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 401(k) Retirement Plan with an employer % match and Employee Stock Purchase Plan Tuition Reimbursement Team Member Discount For more details on benefits and eligibility requirements, Click Here or visit . 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.