We are looking for dedicated employees to join our team to help our customers have the best experience possible every time they enter a DTLR store.
Our employees are key to our success.
Duties/Responsibilities:
Technical support for hardware, software, and connectivity issues at store locations.
Recognition, research, isolation, resolution, and follow-up steps for issue resolution.
Confers with IT group to obtain information on limitations and capabilities of existing system and capabilities required for optimizing end user productivity.
Enter data into computer system to store, retrieve, and manipulate data for analysis of system capabilities and requirements.
Documents all support contacts, the action taken, and problem resolution
Onsite training in local stores to enhance knowledge base.
Run test scripts on various back end test systems and the test POS systems.
Support new store set up and installation of hardware and software.
Other Duties as assigned.
Required Skills/Abilities:
Microsoft Windows 7 Pro, Windows 10 Pro, Windows Server 2008, Windows 2012 Server, MS Exchange Server 2010, MS SQL 2005 & 2008, MS Office 2010, Linux, Citrix, VMWare, Nagios, Thin Clients, Symantec Endpoint Protection.
Knowledge of commonly used concepts, practices, and procedures associated with helpdesk management including triage, escalation, follow-up, and end user resolution validation.
3 years Help Desk experience in a corporate environment supporting PC, laptop, and application support in a Microsoft environment.
Experience with a ticketing system (e.g. Dell KACE, Track-IT, HEAT, etc.).
Proven ability to be self-directed and task oriented with an understanding of correct escalation tactics.
Strong communication skills, both written and verbal.
Communicate with management, associates, and customers.
Must demonstrate an ability to think strategically, plan and organize effectively.
Must be able to maintain an exemplary degree of professionalism in all situations.
General knowledge of retail math literacy and application of concepts to daily operations.
Requires a proficient analytical ability to gather and summarize data for reports.
Results driven with demonstrated critical and creative thinking skills. Project management, time management, analytical and superior organizational skills required.
Demonstrated leadership and decision-making skills.
Proven ability to plan, organize, multi-task, set priorities effectively and efficiently to proactively respond to changing demands, from multiple sources.
The ability to execute directives with precision and consistency.
Excellent computer skills in a Microsoft Windows environment
Strong organizational, time management and multi-tasking skills.
Detail and team oriented.
Understanding of network and telephony technologies.
Working knowledge of Microsoft products.
Participate in night/weekend on-call rotation for store support.
Education and Experience:
Associates Degree or the equivalent in job-related experience.
Microsoft, Cisco, Citrix, and VMWare certifications encouraged
Physical Requirements:
While performing the duties of this job, the employee is regularly required to sit, repeated bending, and stooping are requirements for this position. The employee must frequently use hands to finger, handle, or feel; and talk; or hear.
The employee must occasionally lift and/or move up to 60 pounds. Specific vision abilities required by this job may include close vision, distance vision, and depth perception.
The incumbent must be able to work in a fast-paced environment.
General Information:
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. DTLR, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#LI-DNI
Pay range: $50,000-$55,000(Depending on Experience); This role will be eligible for medical, dental, vision, 401k, sick leave, parental leave, and company paid time off plan.
General Information:
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.
DTLR, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Skills Required
- Three years of corporate help desk experience supporting PCs, laptops, and applications in a Microsoft environment
- Experience with a ticketing system such as Dell KACE, Track-IT, or HEAT
- Knowledge of help desk triage, escalation, follow-up, and end-user resolution validation
- Proficiency with Microsoft Windows environments and Microsoft products
- Understanding of network and telephony technologies
- Strong written and verbal communication skills
- Analytical, organizational, time-management, multitasking, and prioritization skills
- Ability to work independently, follow directives, and apply sound escalation tactics
- Professionalism and ability to communicate with management, associates, and customers
- General knowledge of retail math and its application to daily operations
- Ability to participate in night and weekend on-call rotations
- Associate degree or equivalent job-related experience
- Microsoft, Cisco, Citrix, or VMware certifications
- Ability to sit, bend, stoop, use hands frequently, and occasionally lift or move up to 60 pounds
What We Do
DTLR/VILLA is one of the country's most successful lifestyle retailers with over 250 stores in 19 states. In fusing together our passion for fashion, entertainment, sports, and community empowerment, there is no doubt we run the streets. In the fall of 2017, DTLR Inc. joined forces with the lifestyle retailer Sneaker Villa Inc. to form one of the nation's largest fashion chains. As we accelerate our growth, you can look forward to DTLR/VILLA continuing to bring you the hottest and latest fashions provided by top apparel and footwear brands like NIKE, JORDAN, ADIDAS, LEVIS, TIMBERLAND, UGG, NORTH FACE, CHAMPION, THE BILLIONAIRE BOYS, TOMMY HILFIGER, ETHIKA, PUMA, FILA, NEW ERA CAP, and MITCHELL & NESS. Make no mistake: now, "Better Together," we are the PLUG for young, trendsetting multicultural audiences.
