IT Help Desk Technician II
Ollie's Bargain Outlet, Inc.

Join our team and live the Ollie-tude!: (Ollie's Core Values)

• BE A TEAM PLAYER- Associates are expected to be supportive and work together.
• BE CARING- How do I treat others with courtesy, dignity, and respect?
• BE VALUE OBSESSED- Live the "good stuff cheap" mindset.
• BE COMMITTED- Operate with grit, passion, tenacity, and action.
• BE GROWING- How do we get better every day?
• BE REAL- Associates should be honest, transparent, genuine, trustworthy, and sincere.

Competitive Benefits

• Medical, Dental, Vision, and RX coverage begins Day 2 of employment
• 401K, Company match begins at Associate enrollment
• FSA/HSA (Flexible & Health Savings Account), set aside pre-tax dollars to reduce your taxable income
• Strong field sales career growth & talent development culture for top performers
• 20% Associate discount on all Ollie's purchases & annual bonus program

Position Overview:

The Help Desk Technician II is a role working to provide an exceptional customer experience to our stores, support center, and distribution center associates. The position requires an elevated level of experience and knowledge to provide all Help Desk members additional support as needed. Additionally, the Help Desk Technician II will help with identifying training needs based on ticket escalations within the team.

Primary Responsibilities:

• Provides professional first and second level problem resolution and customer service to all company associates.
• Resolves user tickets/incidents in a timely manner while maintaining continuous communication within the Help Desk and the end user.
• Serves as internal escalation for technical requests for the Help Desk Team, including but not limited to Network troubleshooting, hardware troubleshooting.
• Provides scalable and consistent investigation and troubleshooting steps to support more efficient interaction handling.
• Follows all operational procedures and document all pertinent information, communication, and resolution in the support tickets.
• Ability to adjust in a changing environment and business demands.
• Complete any additional responsibilities and/or duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Minimum of 1 year experience in an IT Help Desk environment
• Ability to work a flexible schedule to include occasional evenings, weekends, and holidays.
• Ability to exercise sound judgment.
• Ability to preserve confidentiality of information.
• Ability to organize and prioritize a variety of tasks and activities and work within strict timeframes and deadlines.
• Excellent analytical skills.
• Accuracy and attention to detail.
• Outstanding interpersonal and listening skills; ability to articulate complex technical topics for non-technical audiences.

Physical Requirements:

• Ability to lift and carry up to 50 pounds.
• Ability to push and pull up to 100 pounds.
• Ability to remain in a normal seated position regularly.
• Ability to see, hear, and speak regularly.
• Ability to grip, reach, and pinch with arms and hands frequently.
• Ability to bend and twist occasionally.
• Ability to work in a constant state of alertness and safe manner.

Ollie's is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex, national origin, age, veteran's status, disability, or any other legally protected status.

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