Desktop Support, Level 1

Desktop Support, Level 1

13 Jun 2024
Georgia, Forestpark, 30297 Forestpark USA

Desktop Support, Level 1

Vacancy expired!

Look around. Does it seem like we're nearly everywhere? That's because we are! With 8,500 employees and 200+ locations, Rooms To Go is one of the largest and fastest growing furniture retailers in the US. As a financially stable, 30-year-old company focused on expansion, theres never been a better time to join the Rooms To Go team.

Provide strategic and operational support to the ITI (Information Technology Infrastructure) Enterprise Desktop Support (Customer Advocacy and Technical Support team CATS). The CATS Technician is responsible for providing software and hardware technical support to the end-user community. Responsibilities include involvement in client installations, day to day asset management, vendor warranty repairs, MDF/IDF (Main Distribution Frame/Intermediate Distribution Frame), and participation in projects to meet local and company-wide initiatives. Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues. The ability to assist with projects between internal departments is required. Strong relationships with IT departments and key customers are crucial to success.

Benefits & Perks:

We offer a comprehensive benefits & perks package including 401k + company match, vision, dental, health and life insurance, disability coverage, vacation, holiday pay, award winning wellness & fitness programs, employee discounts on furniture, and more!

What youll be doing:
  • Technician will be based at a local store and support all stores within that region. Regional stores will be visited on a consistent basis.
  • Provide customer support, which includes incident, problem, and service request resolution for customers.
  • Respond to the organizations changing business requirements reducing incidents and disruption while maximizing value and decreasing re-work.
  • Collaborate with stakeholders in supported organizations to ensure a strong alignment between service targets and meeting customer objectives.
  • Inspire L1's to achieve the highest possible levels of customer satisfaction, duties include championing operational excellence initiatives involving the continued maturing of ITIL-based processes.
  • Support service improvement initiatives, support change and engage stakeholders including internal customers, peers, staff, and outside suppliers to achieve improvements in performance.
  • Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and knowledge sharing.
  • Managing and monitoring of service levels with internal customers and vendors.
  • Provide support to Facilities, IT and Security Operations as part of CATS' DCFM portfolio management.
  • Validation of compliance to policies, standards, process, procedures, controls and oversee enforcement efforts to ensure services are being provided with a high level of quality.
  • Works efficiently under conditions of multiple deadlines and changing priorities to produce high quality material with meticulous attention to detail.
  • Assist subject matter expert (SME) for service ticket escalations and engagement of resolver groups.
  • Maintain, analyze, troubleshoot, and repair computer systems and peripherals.
  • Represent the interests of our customers by providing support and appropriate escalation to Desktop Support Site Leads and other IT functions when issues cannot be resolved.
  • Participate on projects that require CATS involvement.
  • Mentoring and guidance for Level 1 CATS associates.
  • Identify inefficiencies and initiate process improvement to remediate.
  • Document changes of IT assets such as status and ownership


What were looking for:
  • Three or more years of relevant professional work experience in supporting an enterprise Desktop environment.
  • Associate's Degree in related area plus one year work experience or three years in an enterprise environment.
  • Bachelor's degree in Computer Science, Information Technology, Information Systems or similar preferred.
  • Candidates should have advance knowledge of:
  • Working with service levels
  • ITSM tools
  • Candidates should be familiar with:
  • Working as a member of a large enterprise IT team
  • Desktop Systems Management tools such as MECM
  • Supporting retail and warehouse environment
  • Candidates need to have verifiable expertise with:
  • Current Microsoft Windows Operating Systems
  • Networking
  • Presentation of technical information
  • Excellent written and verbal communication
  • Knowledge of Encryption Technology (BitLocker)
  • Image and deploy endpoints


  • Required: ITIL v3 Foundations Certification (ability to obtain within first year)
  • Required: A + Certification
  • Required: Formal training in Network Infrastructure (Network + Curriculum)
  • Required: Formal Training for Microsoft Desktop Support (MTA Curriculum)


  • Occasional after-hours or weekend work may be required.
  • Employee will be responsible for critical infrastructure and will be required to be accessible via cell phone outside of normal business hours.


Rooms To Go is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.

Job Details

  • ID
    JC15407480
  • State
  • City
  • Job type
    Permanent
  • Salary
    N/A
  • Hiring Company
    Rooms To Go
  • Date
    2021-06-12
  • Deadline
    2021-08-11
  • Category

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