IT Specialist

The IT Specialist provides front line IT technical support for user generated requests and incidents related to PETSMART devices, computers, software / hardware, networks and production environments. This includes incident / problem triage, analysis, documentation, remote support, and remote eyes/hands for higher tiered analysis. In order to assist PetSmart end users, the IT Specialist must possess the IT technical knowledge required for troubleshooting and the customer service skills to interact with individuals who are experiencing technical problems with IS services.

ESSENTIAL FUNCTIONS

• Provide tiered support for call in or email generated incidents and tasks. Manage the incidents or tasks using the incident management, Knowledge Base and request fulfillment processes, in line with Service Desk objectives. Maintain all entered activity data for timeliness, accuracy, relevancy, escalation and status.
• Perform complex, multi-step functions via documentation or verbal, record/report findings or gaps, escalate as needed. Functions include, but are not limited to: Disk Imaging, New Hire Setup, file transfers, application install/upgrade/patch, explaining needed steps to end users and cable re-seating. This could involve leading these actions via phone.
• Propose and create new documentation and make modifications to existing if needed. Leverage knowledge management system for incident resolution
• Utilize problem solving skills to diagnose to resolve incidents via on-site and remote functions such as: o Software/Firmware: patch/install/deinstall/upgrade/downgradeo Hardware: repair/replace/upgrade/install/deinstall
• On Call and Off Hour Coverage required; Other Duties as required

MINIMUM QUALIFICATIONS:

Education: High School Diploma

Experience: 1 to 3 years experience of basic computer and/or network support required

KNOWLEDGE & SKILLS:

• Customer Service Orientation * Microsoft Suite knowledge * Knowledge of trouble ticket systems * Ability to troubleshoot device level hardware issues to cause * Excellent oral and written communication skills * Ability to follow documented process steps * Stress tolerance * Ability to work in a team environment * Basic understanding of computer terminology, end user computer devices and network types (including mobile devices) * Familiarity with incident ticketing processes

PHYSICAL DEMANDS:

Lifting Requirement; The associate may be required to occassionally lift and/or move product/supplies weighing up to 50 pounds

Job Type: Full-time

Required education:

• High school or equivalent

Required experience:

• IT: 1 year