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Job Title Associate IT Specialist
Location AZ - Phoenix
Requisition Number IT-19-6726
Department Information Technology
Percentage of Travel No Travel
Job Responsibilities

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The IT Specialist provides front line IT technical support for user generated requests and incidents related to PETSMART devices, computers, software / hardware, networks and production environments. This includes incident / problem triage, analysis, documentation, remote support, and remote eyes/hands for higher tiered analysis. In order to assist PetSmart end users, the IT Specialist must possess the IT technical knowledge required for troubleshooting and the customer service skills to interact with individuals who are experiencing technical problems with IS services.

Essential Functions:

  • Provide tiered support for call in or email generated incidents and tasks. Manage the incidents or tasks using the incident management, Knowledge Base and request fulfillment processes, in line with Service Desk objectives. Maintain all entered activity data for timeliness, accuracy, relevancy, escalation and status.
  • Perform complex, multi-step functions via documentation or verbal, record/report findings or gaps, escalate as needed. Functions include, but are not limited to: Disk Imaging, New Hire Setup, file transfers, application install/upgrade/patch, explaining needed steps to end users and cable re-seating. This could involve leading these actions via phone.
  • Propose and create new documentation and make modifications to existing if needed. Leverage knowledge management system for incident resolution.
  • Utilize problem solving skills to diagnose to resolve incidents via on-site and remote functions such as:
    o Software/Firmware: patch/install/deinstall/upgrade/downgrade
    o Hardware: repair/replace/upgrade/install/deinstall

On Call and Off Hour Coverage required; Other Duties as required.

Experience:
1 to 3 years experience of basic computer and/or network support required.

Knowledge & Skills:
• Customer Service Orientation
• Microsoft Suite knowledge 
• Knowledge of trouble ticket systems
• Ability to troubleshoot device level hardware issues to cause
• Excellent oral and written communication skills
• Ability to follow documented process steps
• Stress tolerance
• Ability to work in a team environment
• Basic understanding of computer terminology, end user computer devices and network types (including mobile devices)
• Familiarity with incident ticketing processes

Preferred: Experience with Service Now (not a must have)

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