It Technical Support Specialist

At Dollar Tree, we are driven by a set of core values and behaviors that define who we are and how we operate. We firmly believe in serving with accountability, taking ownership of our actions and commitments to deliver the best possible outcomes for our customers and associates. We strive to inspire belonging within our diverse and inclusive community, fostering an environment where everyone feels valued, respected, and part of the Dollar Tree family.

Job Purpose
The IT Technical Support Specialist reporting into the Manager of Technical Services will provide second level technical and operational support for the installation, maintenance, documentation, and technical support of enterprise software applications and hardware.

Primary Responsibilities:

• Responsible for user software installation, removal, maintenance and support for all SSC and field users.
• Analyze and resolve application and system problems quickly and efficiently; maintaining manual and automated documentation, procedures, etc. that support these tasks.
• Provide hands-on technical support for all company meetings, including board meetings, stockholder meetings, field user meetings and associate training sessions, both in the SSC and off-site locations.
• Work closely with the Facilities team in coordinating physical moves within departments requiring user equipment to be relocated.
• Responsible for the setup, installation, maintenance, support, repair/replacement and physical moves of all company provided user hardware, including desktop PC systems, laptops, printers, multi-function devices, and scanners (with the exception of Telecom hardware). Conduct refresh/replacement project for all user hardware beyond its useful life expectancy.
• Support the setup, installation, maintenance, and repair/replacement of all company provided iPads for all Chesapeake and field associates that is performed by an outside contractor.
• Document ServiceNow incidents and requests to provide accurate data for reporting.
• Perform 2nd Level operational and technical support, providing hands-on assistance to SSC and field users.
• Be proactive in recommending improvements in procedures that will increase the efficiency of the facility and staff members in regard to IT related technical issues and processes.
• Identify cause and corrective actions for hardware/software problems at the enterprise, performing corrective action when necessary and placing service calls when appropriate.
• Support the Remote IS Support Specialists working at all Distribution Centers with special technical requirements and assistance they may need from the SSC Technical Services Group.
• Manage incidents and requests via ServiceNow to ensure service level agreements (SLA) are met.
• Assist with hardware and software products, including installation, testing, documentation and technical support for the applications programming, computer operations and enterprise end user communities.
• Manage and perform on-going maintenance of hardware and software systems, utilizing internal and external resources.

Other Responsibilities:

• Develop and maintain an ongoing positive rapport with end users to enhance the perception of the IT function.
• Coordinate with other divisions within the Dollar Tree IT Department as necessary to fulfill primary responsibilities.
• Assist the Manager of Technical Services with special projects that may be assigned.
• Provide evening and weekend coverage to manage special needs, procedures and emergencies as appropriate.
• Maintain a high level of communications with SSC IT staff.

Minimum Qualifications:

• 3+ year experience in supporting various end users with hardware and software including procedural problems. Must have experience with supporting devices in a network environment.
• Excellent communication and interpersonal skills required. Strong troubleshooting skills a must. Must be able to work autonomously and participate in team activities. Must be customer service oriented. This position works (5) 8-hour days and may require overtime.
• Prefer one or more of the following: CompTIA A+, Network +, or Security+
• Must be able to lift and carry up to 50 pounds of IT devices to a height of 3-4 feet. Must be able to bend, kneel, and sit properly to setup IT equipment under and on top of desks in offices and cubicles.
• HS Diploma Required, associate degree in computer science, MIS or related field or equivalent experience desired.