Technical Services Coordinator II

Technical Services Coordinator II

Our values start with our people, join a team that values you!

Bring your talents to Ross, our leading off-price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience. As part of our team, you will experience:

• Success
• Career growth
• Teamwork
• Our commitment to Diversity, Equity & Inclusion, and our community

Our corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

General Purpose: The Technical Services Coordinator II is responsible for initial issue triage, reporting, and providing general support to Ross business units. The coordinator will quickly and accurately determine issue scope and impact to ensure that incidents are provided the correct visibility according to the department defined Service Level Agreements. The coordinator will provide customer service and support for all Ross personnel and IT infrastructure-related services. The coordinator will be responsible for creating, maintaining and closing IT tickets through appropriate troubleshooting and note-taking, providing status updates as needed. All system failures will follow troubleshooting processes or be escalated to the responsible support group or vendor when necessary. The base pay range for this role is $22.93 - $37.07. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

Essential Functions:

• Primary responsibility is to respond to and resolve customer support requests and IT service-related issues.
• Independently resolve a wide array of IT service incidents, requiring technical knowledge to analyze and troubleshoot issues.
• Maintain and update department documents based on evolving processes, guidelines, and procedures.
• Support the transition of new IT processes and systems as they enter the production environment.
• ITIL Process and Incident Management
• Strong written and verbal communication
• Time-bound service level agreements for engagement
• Engaging appropriate resources
• Escalating to the appropriate resources/vendors
• Coordinating meetings/conference bridges with supporting resources
• Multi-tasking
• Ticket Management
• Ability to manage multiple incidents
• Document thoroughly
• Route to the supporting groups
• Escalate based on service level agreements
• Problem Management
• Identify trends
• Create problem issues and assign to the appropriate support group
• Engage Support teams for remediation
• Communicate to management teams
• Documentation
• Engage appropriate resources to update documented processes
• Utilize Knowledgebase
• Some knowledge of Network devices
• Cisco switches, routers, modems, access points
• Some Basic Dell server support
• Point of Sale Hardware troubleshooting experience preferred
• Scanners, Debit pads, hard drives, monitors, cash drawers
• Phone management
• Ability to manage multiple lines effectively
• Ability to minimize call times
• Customer service oriented

Competencies:

• People
• Collaboration
• Self
• Leading by Example
• Communicates Effectively
• Ensures Accountability and Execution
• Manages Conflict
• Business
• Plans, Aligns and Prioritizes
• With particular emphasis on the following specific position-related competencies:
• Drive for Results
• Technical Competence and Expertise
• Customer Service
• Analysis and Judgement

Qualifications and Special Skills Required:

• 2-3 years of experience in the IT field or equivalent work experience
• High school diploma, GED or equivalent
• Bilingual English/Spanish preferred
• Ability to follow established procedures on routine work and detailed instructions on new assignments.
• Ability to recognize the need for occasional deviation from accepted practice
• Ability to respond promptly and consistently to changing customer needs and circumstances
• Ability to adapt to customer service needs
• Ability to effectively communicate at all levels of the organization
• Outstanding work ethic displays a high sense of urgency to resolve issues quickly and efficiently
• Experience using productivity suite software (i.e., Microsoft Office) Excel, Word, Power Point, Outlook, Teams, One Drive, etc.

Physical Requirements/ADA: This position requires the ability to work in an office environment, including using a computer, attending meetings, working as part of a team, and the ability to communicate with team members and others. Regular attendance also is a requirement of the position. This role requires full-time in-office presence, including attending in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback.

Supervisory Responsibilities: N/A

Disclaimer: This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion. Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.