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maurices · 16 hours ago

Client Technology Specialist

Duluth, MN

Full-time

Onsite

Mid Level

$50K/yr - $60K/yr

Maurices is a women’s apparel retailer that celebrates feel good fashion for real life. The Client Technology Specialist will support client technologies across the Maurices user community, enhance customer experience, and provide technical support and troubleshooting for various systems and devices.

E-CommerceFashionRetail

Responsibilities

Support client technologies across the Maurices user community

Actively and consistently support all efforts to simplify and enhance the customer experience

Perform general technical support and troubleshooting of desktop systems hardware and software, local telephony, truck systems, printers, multi-function printers, scanners, video conferencing systems, mobile devices and other technologies as defined and required

Investigate system issues and provide solutions using specific product knowledge, system tools and established methods and procedures

Work with desktop engineering to design and refine desktop configurations

Plan, test and implement new or revised desktop solutions

Work with the broader IT team to resolve high level hardware and software issues

Resolve intermediate problems, provide remote assistance, document and manage tickets as call load dictates and within defined SLA

Lead and participate in desktop, peripheral, building moves, additions, support and other projects as defined and required

Work with Client Technologies Engineering to maintain accurate hardware and software inventories

Provide process, procedure and technical training to the extended support team, including Service Desk Specialists, as required

Lead and/or participate on project teams

Proactively complete assigned tasks of medium to high complexity resulting in successful, on time, high quality deliverables

Keep abreast of developments, releases, roadmaps and issues of both business applications and store infrastructure, and share the information with interested parties

Work with diverse teams to coordinate project activities and share knowledge

Provide training to various user communities on proper use and security of all systems, including new procedures when necessary

Embrace disciplined IT service management principles

Commitment to Service Management frameworks that include Incident, Change, and Problem Management excellence

Understand, review, and approve performance metrics to ensure agreed-upon outcomes are delivered

Create, maintain, and analyze documentation to enable effective use and efficient ongoing support operations via the Service Desk

Coordinate and track efforts with vendors during system outages, malfunctions, updates and upgrades, assisting as required

Responsible for on-call duties to provide application / hardware support during off hours as scheduled by supervisor. Serves as backup for other on-call team members

Consult with others to assess, analyze, and ensure the resolution technical problems/issues

Enable growth initiatives and lead risk mitigation initiatives

Participates in business continuity/disaster recovery planning and actual execution of business continuity/disaster recovery events

Ensures all assigned tasks are completed as directed and on time

Qualification

Windows desktop supportMicrosoft Office ApplicationsNetworking technologiesTechnical trainingTechnical supportTask ManagementCommunication skillsCollaborationProblem-solvingAttention to detail

Required

Associate Degree or Bachelor's in Computer Science, Information Systems, related degree or equivalent years of real work experience

Technical aptitude and basic knowledge of technologies such as: Windows desktop support, core Microsoft Office Applications Windows Servers, and networking technologies

The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level

Works well in a collaborative setting

Demonstrates a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs

Is open to change, enjoys the challenge of unfamiliar tasks, anticipates and adjusts to problems and roadblocks, is not thrown off when things change, can flex to future consequences and trends appropriately

Uses rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, can see hidden problems, is excellent at honest analysis, looks beyond the obvious and doesn't stop at the first answer

Task Management - Delivers quality work on time, translates planning into action by following applicable established procedures or methodologies, proactively monitors and controls task status by collecting and analyzing task data to anticipate and address barriers, appropriately communicates and resolves or escalates any problems that arise

Pays attention to detail and is accurate in completing work assignments. Is able to complete work assignments with little direction