Resource Center Specialist

The Resource Center Specialist provides support to end-users for issues related to computer hardware & software, systems process, and store procedure across our growing store footprint, two distribution centers, and our home office.

Requirements

• Troubleshoots, diagnoses and then documents issues related to systems, network, and processes
• Uses monitoring systems to analyze network and system status
• Facilitates and follows-up on communication and coordination with other departments for resolution of issues
• Processes end-user systems, hardware, and software requests across the company
• Ability to quickly react and effectively communicate during the incident management process in a calm and concise manner, and lead when necessary
• Detailed logging of all relevant information from each interaction into the ITSM system
• Maintains POS-related equipment and emergency kits
• Maintains documentation and training for many procedural and technical areas of store operations
• Acting as the subject matter experts to assist in developing and writing instructions and updates to store operating procedures
• Identifies areas of opportunity and provides necessary follow-up—communication, clarification, and/or updates to procedures
• Maintains and updates Store Systems troubleshooting and quick reference guides
• Develops topics for the online knowledge base
• Manages email distribution list recipients
• Security-first mindset for internal information and transfers of privileged IT data
• Responsible for maintaining discretion related to all confidential/sensitive company and customer information
• Coordinates and participates in weekly update meetings with other areas—Store Systems, Information Systems, and Training
• Provides training to new Home Office and Distribution Center employees
• Consistently arrives promptly to work the assigned schedule
• Performs other requested tasks and duties as assigned

Benefits

• Competitive health, dental, and vision plans
• 401(k) retirement savings plan
• Sick pay and PTO plan
• Basic life insurance
• Disability insurance options
• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Flexible spending accounts (FSAs)
• Parental leave policies
• Adoption and surrogacy assistance
• Fertility & maternity support program
• Paid holidays
• Gym membership discounts
• Qualified transportation benefits program
• Discounts on products and services
• Service awards and retirement gifts
• Recognition for exceptional daily contributions