Resource Center Specialist
On-siteDallas, Texas, United States
Job Summary
Serve as the central point of contact for employee requests across Stores, Distribution Centers, and the Home Office by troubleshooting, diagnosing, and documenting system, network, and process issues. Utilize monitoring systems to analyze status, facilitate cross-departmental communication for resolution, and process end-user hardware and software requests. Maintain detailed logging in the ITSM system, manage POS equipment and emergency kits, and act as a subject matter expert to develop store operating procedures and online knowledge base topics. Coordinate weekly update meetings, provide training to new employees, and ensure security-first handling of privileged IT data while maintaining discretion over confidential information.
Required Qualifications
- Bachelor's degree or comparable certification in technology, preferred
- At least two years of relevant experience
- Proficient with industry technology, including but not limited to Microsoft applications and operating systems, MacOS/iOS, and Android
- Proven experience with mainstream ITSM systems such as ServiceNow, Remedy, etc.
- Proven technical and problem-solving skills
- Based in Dallas/Ft. Worth area
- On-call capacity, which includes evenings and weekends on a rotating basis with the Resource Center team
- Ability to work Weekends – Saturday and Sunday shifts required
- Ability to travel 5% a year, based on the business needs
- Ability to perform training in the moment for coaching opportunities with subjects related to store systems and processes
- Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization
- Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week
- Flexible, with a positive attitude and passion for knowledge
- Strong time management and organizational skills with the ability to successfully manage multiple projects at once
- Possesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure
- Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changing
- This position requires you to sit, stand and perform general office functions
- You may also be required to lift up to 25 pounds occasionally
- Bending, stooping and reaching are also frequently required
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