Sr. IT Service Desk Technician
Westwood, MA, US, 02090
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
- Lead by example, tackling new issues that require collaboration with escalation teams
- Act as a liaison between support tiers and functional groups
- Guide analysts and technicians in interpersonal and technical expertise
- Train users on technology topics
- Oversee & organize tasks/projects for Service Desk analysts
- Delegate tickets to analysts with assistance as needed
- Prioritize the ticket queue to fit business expectations
- Report on project status to management and/or escalation teams
- Establish current and new support procedures
- Investigate issues needing further documentation
- Create and maintain knowledge articles for use by the Global Support Team and Users
- Delegate and mentor analysts in writing procedural documentation
- Provide IT Support to all employees & contractors with a Customer Service mindset
- Document, troubleshoot, and track incidents while ensuring timely resolution or proper routing for escalation
- Promptly respond to incidents and service requests
- Troubleshoot Point of Sale systems in our retail stores
- Various application and domain account Provisioning/De-provisioning
- Troubleshoot computers, phones, office equipment, and applications to identify and correct malfunctions as well as any other operational difficulties, possibly onsite
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.
- Adjusts quickly to changing priorities and conditions.
- Copes effectively with complexity and change.
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: Sr. IT Service Desk Technician 
Salary or Pay Range: $35/HR USD - $37/HR USD
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
