SUMMARY

The Service Desk Specialist will join a group of IT professionals serving as the primary point of contact focusing on Operations first level support, including initial troubleshooting, information gathering, documenting, and escalation. This position will receive, log, and manage calls each day from internal and external customers via telephone and or web-based ticketing system. Service Desk Specialists will be working with IT associated incidents, related but not limited to software, network, POS equipment, printers, back office, and handheld devices reported by our store, corporate and distribution center personnel. As a team member within the IT organization, this role will contribute daily to the health and welfare of JOANN Stores IT Systems.

The Service Desk operates 18 hours per day, 7 days per week. The successful candidate should have the ability to work a wide variety of shifts (days, evenings, every other weekend, etc.). This candidate will work a 40 hour a week schedule, with no rotating shifts, however the days worked each week may change. Responsibilities extend to the Store Support Center (SSC), 4 distribution centers and multi- channel retailing through over 800 stores and ecommerce. The total user environment consists of over 17,000 team members.

JOB DUTIES

• Systems Support:
  • Provides support for current production systems and IT equipment in JOANN stores.
  • Resolves problems and incidents in compliance with established resolution SLAs.
  • Determines and documents root cause of problem.
  • Works to improve systems and processes to enforce simplicity, stability and efficiency. Handles calls from customers with professionalism and empathy.

• System Process / Monitoring:
  • Supports technical standards and processes, including service methodologies and compliance standards.

• Incident Management:
  • Ensures timely escalation of issues by documenting the impact and urgency.
  • Drive incident and problem resolution, including rationalization and prioritization.
  • Capture and thoroughly document all appropriate information needed for incidents that are unable to be resolved immediately.
  • Reference Knowledge Base for information to assist with resolution of Incident and provide the needed information to have new Knowledge Base articles created.

EDUCATION & EXPERIENCE

Education Minimum: Associate's Degree in computer science, business or related field or equivalent work experience

Education Preferred: Bachelor's Degree in computer science, business or related field

Experience Minimum: 0-2 years of experience in a relevant and professional field

Experience Preferred: 2 years of service desk or related experience. 2 years of experience is required if substituting experience for education.

KNOWLEDGE, SKILLS & ABILITIES

• Accountability & Results Orientation - demonstrates a high degree of personal accountability, driving progress in the organization.
• Communication - proactively shares timely updates and information with peers, supervisor and upper management. Provides detailed documentation in incident tickets.
• Creativity & Innovation - seeks out fresh perspectives and breakthrough ideas that add value to a solution.
• Customer Focus – Demonstrates excellent customer service skills, empathy, and professionalism. Applies a consistent approach to serving customers and supports methodologies that meet or exceed established customer service levels.
• Teamwork & Collaboration – promotes a culture of collaboration and teamwork across the organization and works closely with peers, Service Desk Level 2 and additional business and application areas.

This position will be located at:

5555 Darrow Road Hudson, OH 44236

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members:

• Medical, Dental and Vision benefit plans 
• Company-paid basic, Optional, and Dependent life insurance 
• Long-term disability and Company-paid Short-term disability 
• Paid Time Off and Sick Time  
• Tuition Reimbursement 
• Team Member Discount

For more details on benefits and eligibility requirements, Click Here or visit https://joann.myben.site/

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