Associate Technician

Position Summary:

In the role of associate technician, you will be a key asset within our IT support team, providing essential on-site competent technical support to our clients at your assigned location(s). Your core responsibilities will encompass the prompt diagnosis and resolution of hardware and software issues, ensuring the uninterrupted operation of computer systems, and upholding a superior standard of client satisfaction. This dynamic position necessitates a fusion of technical proficiency, effective communication skills, and the adaptability to thrive in various environments. 

Essential Duties and Responsibilities:

• Proactive Relationship Cultivation: Fosters and nurtures strong, long-lasting relationships with associates and leadership to create an atmosphere of trust and collaboration that ensures a seamless IT support experience. 
• On-Site Technical Expertise: Acts as the frontline IT ambassador for assigned location(s) offering swift and effective technical support and problem resolution for end-users. A competent go-to problem solver when technology issues arise. Supports technical tasks for hardware and software items including, but not limited to: 
• Network equipment (servers, firewalls, routers, switches, wireless access points) 
• Workstations (thin-clients, desktops, laptops, tablets, monitors) 
• Peripheral devices (printers, scanners, docking stations) 
• Point of sale devices, audio-video equipment, network printers, universal power supply devices  
• Operating systems, Microsoft Office Suite products, in-house/commercial applications, websites   
• Travel-Ready Responsiveness: Routinely visits assigned location(s)/departments ensuring technical support and problem resolution are provided where needed. This duty requires flexibility and adaptability to effectively address the unique technology-related needs and challenges specific to each area.  
• Empowering Regional Leadership: Provides essential technical support to regional leadership equipping them with the tools and insights needed to drive operational excellence and technology utilization within their areas of responsibility. 
• Inventory Management: Efficiently oversees the management of hardware inventory, encompassing meticulous equipment tracking, seamless replacements, and responsible disposal while strictly adhering to established asset management protocols. Ensure resources are readily available when needed. 
• Dedication to Service Excellence: Takes ownership of all service requests and tasks with unwavering commitment, ensuring each is seen through to completion, and the end-users’ needs are met to the highest standards.  
• Collaboration: Works closely with the company’s service desk team to resolve technical issues. 
• Project Participation: Actively engages in various projects on an as-needed basis, bringing your technical expertise to the table to contribute to the successful completion of endeavors that drive innovation and efficiency.  
• Time Management: Efficiently prioritizes and manages service requests ensuring that incidents are resolved within established service level agreements (SLAs). Effectively plans and allocates time and resources for on-site visits and support tasks. 
• Performs other duties as required. 

Qualifications:

• Bachelor's degree in computer science or information systems or an equivalent combination of education and experience. 
• IT Industry certifications 
• Required: Comp TIA A Certification  
• Desired: Comp TIA N Certification (to be achieved within one year of hire date.) 
• Desired: ITIL v4 Foundations. 
• Knowledge of Audio-Video systems, payment terminals, point-of-sale devices, network printing, and sales technology 
• Competence in managing and maintaining virtualized platforms, such as Citrix. 
• Detailed knowledge of current Microsoft operating systems and their configurations. 

Experience:

• At least 2 years of experience in a customer facing role. 
• At least 2 or more years of IT technical support for end user devices (laptops, desktops, iPads/tablet level support) 
• Experience with the use of desktop support tools, indicating familiarity with essential software and hardware diagnostic tools. 
• Proven experience working with service level agreements, ensuring service quality and timeliness. 

Essential Requirements:

• Excellent verbal and written communication skills with ability to effectively present and communicate with all levels within the organization, with agencies and vendors. 
• Excellent organizational skills with ability to handle multiple priorities, meet demanding deadlines and adjust to sudden changes in workflow. 
• Excellent analytical skills with the ability to think independently, take corrective action, and to resolve employee inquiries and requests for information.  
• Ability to write reports, business correspondence and procedure manuals. 
• Ability to deal with problems involving several variables in a variety of situations. 
• Ability to act independently and take initiative to solve problems, implement solutions, and create new processes. 
• Ability to maintain all job-related information in a confidential and private manner. 

Travel Required: 

• Store Role = up to 80% 
• DC/Corporate Role = 25% to 40% 
• Overnight 

Founded in 1991, Rooms To Go is one of the largest and fastest growing furniture retailers in the US with over 250 stores in ten southern states, eight distribution centers and an e-commerce business. Rooms To Go offers a collaborative work environment within a supportive culture. 

Rooms To Go Benefits:

• Medical, dental, and vision insurance
• 401(k) with company match
• Associate discounts including furniture
• Company paid life and disability insurance 
• Paid time off
• Employee Assistance Program
• Wellness Programs
• And more!

Rooms To Go is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

Applicants must be authorized to work in the U.S.