Job Information
Crate & Barrel Service Desk Technician in Northbrook, Illinois
We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.
We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Service Dest Technician.
The Service and Operations Desk Technician acts as the single point of contact for all technology services across the organization and provides first level support for associates and systems. This team provides the “eyes and ears” for the network, ensures production operations run as planned, and provides first contact for all end user issues.
What You'll Do...
Provide support for technology incidents and work orders.
Open/Close incidents and work orders in incident tracking tool (Jira).
Own and update all incidents and work orders received. Acknowledging, remediating, or escalating any system, networking, database, application, or end user issues as they arise on your shift.
Troubleshoot to resolution where possible. Only escalate where time consumed to resolve goes beyond reasonable levels; priority/volume dictates the need; when typical methods/measures are exhausted; or if physical presence is required.
Keep associates updated on the status of their tickets.
Ensure follow-up is performed by level 2/3 support.
Escalate issues that appear to be linked to larger level problems or have high levels of impact to the organization.
Meet all productivity and quality goals measured by the department.
Highlight areas of improvement and repeatable tasks that should be a target for automation.
Additional Tasks as Assigned:
Execute AS/400 procedures which are manual in nature
Monitor our enterprise job scheduler for alerts
Conduct, monitor and remediate backups within the enterprise
Execute production program promotions and participate in large-scale software implementations and/or system upgrades
Create, edit and submit knowledge base documentation and content
Performance basic client and system administration activities
Mentor new associates on technical issues
What You'll Bring...
Technical Degree (Associates or bachelors) or demonstration of equivalent background and/or knowledge
A minimum of 1 year experience working in a technical support environment
A high level of technical acumen and abilities troubleshoot technical issues to resolution
The ability to use various tools to resolve system and end user issues
Knowledge of networking, system administration, security, and end user technologies
Knowledge of scripting and automation preferred
Knowledge of ITIL best practices preferred (Incident, problem, change, release)
Good interpersonal skills and a passion for resolving issues in a timely fashion and delighting customers
Good oral and written communication skills
Ability to multi-task in a high-volume environment
Ability to work different shifts to accommodate fluctuations in call volume
Strong reading and written language skills (English)
Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as “the Company”. The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request. The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US. State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.