Job Title: Service Desk TechnicianWho we are:As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations. We purchase these items directly from our nonprofit partners, redirecting billions of pounds of used items away from landfills and on to our store racks and shelves for reuse, and providing our partners with valuable funding for their community-based programs and services. You’ll often hear us say that we are “Thrift Proud.” It’s the millions of loyal customers who visit our 300+ stores and our more than 22,000 team members that make it possible. Learn more about the Savers® family of thrift stores, our impact, and the #ThriftProud movement at savers.com.Our brands are Savers (in the U.S.), 2nd Ave (in the U.S.), Value Village (in the U.S. and Canada), Unique (in the U.S.), Village des Valeurs (in Quebec) and Savers Australia.What you can expect:
The opportunity to celebrate uniqueness. We are made up of people from many different backgrounds, experiences, and perspectives, all with something special to contribute.
To work in a purpose-driven company, with a business model that people love for our impact on both the planet and local communities.
An investment in the career path interests of our people. With our aggressive store expansion plans, we recognize the importance of the continued growth and development of our team members.
What you get:Comprehensive onboarding and training from day one.In-house expertise! Our training department / Savers University develops and delivers robust training to every team member across our organization — from new hires to senior executives. We develop around 90% of our training internally, and partner with a variety of renowned providers to supplement our offerings.Benefits offerings including:
Bundled health plans such as medical, Rx, dental and vision
Company-paid life insurance for extra protection and peace of mind
Programs to stop smoking, diabetes management coaching, and on demand care options.
A 401k plan with generous company matching contributions to assist you in saving for a secure financial future.
Paid time off from work for leisure or other hobbies.
A range of mental health services to assist you in managing daily life.
What you’ll be working on:We are looking for passionate advanced level Information Systems advocate with strong business acumen and technical skills. This position supports existing and new solutions advancing the IT Service Sector of Savers. The role will utilize exceptional customer/partner empathy, advanced technical skills, employ analytic tools to help drive decision across the IT Service organization. The position also requires highly effective communication and collaboration abilities supporting business critical solutionsService Desk Team’s mission and vision is providing superior customer service and troubleshooting support on company software, computer hardware and projects across our corporate user base. The core responsibility for this position is to support our IT user base in our Executive Corporate office and SSC field employees through proper identification and escalation of incidents working in a Tier 1 through Tier 3 environment helping to meet established SLA’s and OLA’s.The primary purpose of this position is to support corporate leadership team along with Tier-I.5/2 IT service desk calls, properly escalating tier-III and above incidents through effective troubleshooting. This position will serve as the initial point of contact for onsite Bellevue Corporate office support, provide support during hours of operation to include routing calls to the appropriate person and/or department as well as escalations. The role will also analyze the daily queue to distribute tickets in an equitable manner among the Service Technician Team.As a highly motivated Service Desk Technician, you will possess a complete understanding of: Executive Office support, Remote Field support for our retail infrastructure, operational services in areas such as Sales Floor, Production and Office services, you will be responsible for ticket resolutions and driving customer satisfaction scores up, aligning KPI’s and metrics to SLA’s. Preferred to possess moderate level Project Management skills.The Service Desk Technician is a critical member of the Service Desk team. We operate 24/7/365. (8 Hour Shifts and possible on call rotation). You will be responsible for delivering high impact incident resolutions for the business. Your responsibilities will range from providing excellent customer service to our Executive Staff and SSC support team members, to driving incident/problem/request resolutions. In addition, you must be able to work collaboratively with teams (business, networking, sys ops, etc.). This position reports to the Service Desk manager.What you have:Essential Job Functions:
Support/ Communicate/Prioritize IT needs of our Executive Team
Apply systems analysis procedures to ensure system functional specifications are met.
Prioritizes and executes tasks within a fast-paced environment
Exceptional problem-solving skills related to advanced endpoint administration
Moderate Data Analysis experience needed
Demonstrable knowledge using Microsoft Office Suite
o O365 experience or knowledgeo Microsoft Exchange experienceo Intune/SCCM/Azure
Ability to make accurate entries into ticketing systems, logs, etc.
Advance AV experience to support multifaceted conferencing solutions
Required Knowledge, Skills, and Abilities:
Treats all team members with respect and dignity
Ability to work within Saver’s culture
High level organizational skills and attention to detail
Demonstrates customer advocacy
Demonstrate strong customer service skills and providing excellent, professional support to our team members for a wide variety of issues.
Ability to work independently and as a member of a team in a fast-paced environment.
Experienced Technical troubleshooting abilities.
Accurate identification and strong categorization skills
Exceptional skills with detail orientation.
Computer navigation skills utilizing Internet using various browsers and other computer applications.
Thrives in constantly changing environment, embraces change, seeks to be a change agent
Presents to Executive staff well
Demonstrates initiative and ability to drive projects as needed
Reliable/Dependable by adhering to work-schedule and attendance policy.
Demonstrated ability to establish credibility and rapport with both technical and non-technical users.
Be a thought leader within the organization, someone who can help advance our support strategy and challenge others toward change
Acts as a Mentor/Lead to other team members
Able to work holidays, weekends, and On Call shifts
Minimum Required Education, Training and Experience:
Bachelor’s degree or related field or equivalent experience
6 years prior work in customer service in a call center environment preferred, but not required.
FLSA: ExemptTravel: 5% or less travelWork Type/Location: Boise, ID (In-Office)Savers is an E-Verify employer