IT Service Desk Technician
Westwood, MA, US, 02090
At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better.
Overview
The IT Service Desk Technician is a member of the Global IT Service Desk Team that supports all employees and contractors in corporate, retail, and distribution centers. This role is the first point of contact for users needing assistance. The analyst will respond to incidents and requests reported by users and deliver the highest level of customer service. Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.
What You'll Do
- Provide support for all IT-related issues across retail locations, distribution centers, and corporate offices.
- Troubleshoot hardware and software issues on various devices including PCs, laptops, mobile devices, and point-of-sale (POS) systems.
- Maintain asset inventory per defined processes.
- Manage various application access permissions.
- Document incidents and resolutions in detail within the ITSM system.
- Develop and maintain standard operating procedures.
- Deliver training sessions on the use of IT equipment and software applications, striving to reduce the volume of user errors and support tickets.
- Build user-friendly guides and resources for common issues to empower users to resolve minor issues independently.
- Support IT & business-led project implementations, including new software deployments and hardware upgrades.
- Collaborate with project teams to ensure that IT infrastructure and services align with business goals and project timelines.
- Assist in the testing and evaluation of new technology solutions to support business initiatives.
What You'll Bring to the Table
- Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.
- Proven experience as an IT Support Technician or similar role.
- Strong understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills and the ability to provide step-by-step technical help, both written and verbal.
- Certifications such as CompTIA A+, Microsoft Certified IT Professional, or similar is an advantage.
- Ability to prioritize, manage and meet deadlines.
- Effectively manage time and operate with sense of urgency.
- Adjust quickly to changing priorities and conditions.
- Cope effectively with complexity and change.
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The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Title: IT Service Desk Technician
Salary or Pay Range: $25.85 - $28.85
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
At Crocs, Inc. we believe in the power of a blend of in-person and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. In-office requirements vary by our work personas: Resident (5 days), Collaborator (4 days), Connector (2-3 days), Explorer (fully remote). This role has been aligned to the Collaborator persona.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
The application window is 45 days, but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.
Job Category: Corporate
Nearest Major Market: Boston