Associate IT Specialist

«out the Team It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents. Our IT team has 4 different departments: Information Security, IT Service Delivery, Business Enabling Systems, and IT Commerce & Customer Engagement. Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are. About the Job Looking to get your foot in the door in IT with possible future growth opportunities in multiple other areas? Eager to learn about a variety of hardware and software applications used at stores, distribution centers, and corporate offices? Are you driven, focused, technically inclined, and ready to multitask? Then this is the position for you! The Associate IT Specialist provides front line IT technical support for user generated requests and incidents related to PETSMART devices, computers, software/hardware, networks, accounts, 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 Associate 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 IT services. Essential Functions: Provide tiered support for call in, email or chat generated incidents and tasks. Manage the incidents or tasks using the incident management, knowledge base, and request fulfillment processes. Maintain all entered activity data for timeliness, accuracy, relevancy, escalation, and status. Perform complex, multi-step functions via documentation or verbal instructions, 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 Off Hour Coverage may be required; Other Duties as required. Experience/Knowledge/Skills: 1 to 3 years experience of basic computer and/or network support Customer Service Orientation Microsoft Suite knowledge Familiarity with incident ticketing processes Ability to troubleshoot device level hardware issues Excellent oral and written communication skills Ability to follow documented process steps Ability to work in a team environment as well as independently Ability to multi-task in a high paced environment Basic understanding of computer terminology, end user computer devices, and network types (including mobile devices) Preferred: Experience with Service Now Bilingual is a plus About the Culture Our home office offers outstanding amenities in a fun and rewarding workplace including: Pet friendly environment, bring your pets to work! A work-life balance and family events such as movie nights, art events and holiday festivals “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers “Sit & Stay” Café serving fresh breakfast and lunch options Starbucks cart—productivity at its finest! “Lil’ Paws” learning center and onsite daycare facility Volunteer events with PetSmart Charities Learn more about
LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/ Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/ Explore PetSmart Benefits here: https://benefits.petsmart.com/ Learn more about
LifeAtPetSmart in the IT space from our team members: https://www.blog.lifeatpetsmart.com/it