Total Wine & More ยท 13 hours ago
Technician I, Service Desk
Bethesda, MD
Full-time
Onsite
Entry Level
$24/hr - $41/hr
1+ years expTotal Wine & More is the country's largest independent retailer of fine wine, beer and spirits, and they are seeking a Service Desk Technician to join their Technology team. In this role, you will provide frontline IT support to store and corporate staff, focusing on incident management and request fulfillment in a fast-paced retail environment.
E-CommerceFood and BeverageWine And Spirits
Responsibilities
Analyze and prioritize incoming incidents and service requests via phone and Jira Service Management, ensuring accurate triage, timely resolution, and thorough documentation of all work performed
Collaborate with Technician II team members, Technology functions, and business partners across the organization to keep all relevant stakeholders informed of incident progress, escalate issues when necessary, and maintain clear, consistent communication with customers
Ensure proactive updates to customers and business partners on progress, meeting SLAs and emphasizing timely follow-up and resolution
Evaluate and maintain support documentation, files, and records for incident management and request fulfillment, ensuring accuracy and accessibility
Collaborate on routine reporting, vendor escalations, and assist in identifying opportunities to improve service desk efficiency and customer experience
Qualification
Required
High School Diploma or equivalent required
Less than 1-year minimal experience required; recent graduates with the right behavioral and talent traits will be considered
Basic knowledge of IT support and customer service principles
Proficient in Windows, MacOS, and Office 365
Ability to troubleshoot hardware and software issues
Strong organizational skills, attention to detail, and quality decision-making
Ability to communicate technical issues with non-technical people
Ability to work independently and within a team
Ability to maintain positive relationships with internal and external team members
Ability to use support tools to speed up problem-solving and improve productivity
Emphasis on accuracy, reliability, and task completion
Ability to lift up to 65 pounds and walk/stand for long periods of time
Preferred
Bachelor's Degree in Information Systems or related field is desirable
1-4 years 2 years of customer service-based IT support is preferred
Working knowledge of Active Directory, networking concepts, and cloud applications is beneficial
MS-900 Microsoft 365 Certified Fundamentals within 1 Year Preferred
Information Technology Infrastructure Library (ITIL) ITIL v4 within 1 Year Preferred
HDI-SCA - Help Desk Support Center Analyst Certification within 1 Year Preferred
Benefits
Paid Time Off (PTO)
Generous store discounts
Health care plans (medical, prescription, dental, vision)
401(k), HSA, FSA, Pre-tax commuter benefits
Disability & life insurance coverage
Paid parental leave
Pet insurance
Critical illness and accident insurance
Discounted home and auto insurance
College tuition assistance
Career development & product training
Consumer classes
& More!
Company
Total Wine & More
๐๐จ๐ญ๐๐ฅ ๐๐ข๐ง๐ & ๐๐จ๐ซ๐ ๐ข๐ฌ ๐๐ฆ๐๐ซ๐ข๐๐โ๐ฌ ๐๐ข๐ง๐ ๐๐ฎ๐ฉ๐๐ซ๐ฌ๐ญ๐จ๐ซ๐ยฎโthe countryโs largest independent retailer of fine wine.
5001-10000 employees
H1B Sponsorship
Total Wine & More has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (3)
2023 (2)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
T
Tom Kooser
Chief Technology Officer
T
Thomas Trone
Vice President Merchandising
Recent News
2025-12-24
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2025-10-15
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