Corporate Service Desk Technician I - Hybrid

The Ideal Candidate

Provide world class service to Genesco's end users with all aspects of technical support so that business tasks can be accomplished. The Service Desk is the first point of contact when issues arise.

How You Will Make an Impact

• Provide first level hardware/software support so that end users can accomplish business tasks.
• Troubleshoot and escalate issues to second level support if unable to resolve.
• Configure, deploy, support, and troubleshoot endpoint user devices.
• Utilize ITSM tools to enter, triage and work tickets in a timely manner and ensure compliance with customer SLAs and organizational policies.
• Assist the team with updating and maintaining accurate end-user information and support documentation.
• Perform other duties as assigned.

Experience and Skills You'll Need to Have

• Associate degree in Computer Science, Information Systems or related field; or equivalent combination of education and experience.
• 0-2 years of experience providing technical support.
• Ability to provide remote support to users, either through phone or remote desktop tools.
• Willingness to work a flexible schedule.

Preferred Qualifications

• Previous service desk experience.
• Familiarity with Apple iOS and Android devices operating systems.
• Familiarity with ticketing systems for tracking and managing user requests.
• Understanding of service level agreements (SLAs) and the importance of timely issue resolution.

Functional/Technical Competencies

• Knowledge of basic computer hardware and peripherals.
• Basic documentation skills to record troubleshooting steps and solutions for future reference.
• Demonstrated experience working with Microsoft Office products.
• Strong written and verbal communication skills

Behavioral Competencies

• Ability to troubleshoot and resolve issues using critical thinking skills.
• Must be well-organized, efficient, detail-oriented, and able to work independently and as a member of a team.
• Must possess excellent collaborative and interpersonal skills.