IT Operations Technician
Crate&Barrel, Northbrook, IL, United States
The End User team provides engineering and support for key end user technologies across the organization including: all desktops and laptops, mobile devices (smartphones and tablets), printers/copiers, conference room technology. They are also responsible for managing all store and warehouse technology to include: POS machines, general-use PCs, printers, and hand-held devices. The Sr Support Technician provides hands-on floor support for incidents and work orders that are escalated from the Service Desk across the organization. The Sr Support technician coordinates, orchestrates, and helps to execute support activities within the end user team.
A day in the life as a IT Operations Technician...
Coordinate second and third level end user support tickets (e.g. hardware, software, VC and executive support) across the organization. Ensure the ticket queue is managed to SLA’s with appropriate levels of quality
Coordinate tickets and work orders within the team so closure can be completed to appropriate quality levels within defined SLA’s/OLA’s.
Keep coworkers informed of the status of their tickets and ensure follow-up is performed.
Meet all productivity and quality goals as measured by the department.
Create and maintain reports to reflect progress toward goals. Highlight problem areas and recommend remediation plans.
Ensure all asset management guidelines and procedures are followed within the team.
Ensure inventory is tracked and submit purchases to ensure appropriate equipment and licenses are available.
Script and automate updates and support
Ensure secure configurations (e.g. baselines) are deployed. Assist with periodic audits and enhancing security.
Create and submit knowledge base documentation. Act as a support mentor within the team. Ensure new associates are onboarded appropriately.
Coordinate and perform the install, configuration and support all computer equipment and computer appliances in area of expertise at all locations.
Validate end user functionality of workstations and ensure software applications are provisioned according to business requirements.
Engage third party support as needed and escalate critical issues appropriately.
Drive third party vendor conversations to ensure accountability.
Participate in company audits, both internal and external.
Lead routine hardware/software deployments.
A day in the life as a IT Operations Technician...
Coordinate second and third level end user support tickets (e.g. hardware, software, VC and executive support) across the organization. Ensure the ticket queue is managed to SLA’s with appropriate levels of quality
Coordinate tickets and work orders within the team so closure can be completed to appropriate quality levels within defined SLA’s/OLA’s.
Keep coworkers informed of the status of their tickets and ensure follow-up is performed.
Meet all productivity and quality goals as measured by the department.
Create and maintain reports to reflect progress toward goals. Highlight problem areas and recommend remediation plans.
Ensure all asset management guidelines and procedures are followed within the team.
Ensure inventory is tracked and submit purchases to ensure appropriate equipment and licenses are available.
Script and automate updates and support
Ensure secure configurations (e.g. baselines) are deployed. Assist with periodic audits and enhancing security.
Create and submit knowledge base documentation. Act as a support mentor within the team. Ensure new associates are onboarded appropriately.
Coordinate and perform the install, configuration and support all computer equipment and computer appliances in area of expertise at all locations.
Validate end user functionality of workstations and ensure software applications are provisioned according to business requirements.
Engage third party support as needed and escalate critical issues appropriately.
Drive third party vendor conversations to ensure accountability.
Participate in company audits, both internal and external.
Lead routine hardware/software deployments.