Crate & Barrel Lead End User Support Technician - Corporate in Northbrook, Illinois
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.
What you'll do:
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 on-boarded 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.
Coordinate and execute the build and manage hardware images across all desktop platforms.
Create and recommend ways to streamline processes, improve efficiency, and drive automation.
What you'll bring:
We do not sponsor applicants for work visas for this position
5 years’ experience providing remote and in-person desktop/walk-up support in an enterprise or retail environment (5000+ clients)
Expert level knowledge of end-user technology including: hardware, software, Windows, Apple, mobile devices, VDI, Cloud based desktops, video conferencing, collaboration technologies, etc.
Technical Bachelor’s Degree or equivalent experience highly preferred
Technical knowledge to provide top level support to end user issues (e.g. video conferencing, desktop (Windows/Mac), applications, collaboration solutions (e.g. Zoom, G-Suite))
Scripting and automation experience (e.g. Powershell, VB, etc.)
Ability to write and present information and documentation to various audiences (e.g. leadership, service desk personnel, fellow support staff).
Ability to see beyond the tasks and ensure the larger organization needs are being appropriately met
Ability to coordinate, orchestrate, and execute activities in the team
Strong attention to detail, interpersonal skills, and ability to manage multiple issues at once
Collaborate with Helpdesk, technical peers and software application teams and promote a strong sense of teamwork
Travel to all company locations to aid with computer equipment and computer appliances set-up and troubleshooting
Good written and verbal language skills (English)
The job description and other aspects of the job listed on this job posting should not be construed to contain every function/responsibility that may be required to be performed by an associate in this job. Associates are required to perform other related functions as assigned.
Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as “the Company”. The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request.
The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.
State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.
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