We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a SeniorSupport Technician. 

The Senior Support Technician owns all end user support within the local distribution center and helps to support regional cross docks and stores. The lead support technician is expected to understand the Distribution Center needs, and technology/business landscape, to ensure we have the right devices, software, accessories, and processes in place to manage & support the environment. The lead technician should be aware of industry trends and help drive adoption of them in our environment. The lead technician should be a passionate advocate for change and modernization. This role will develop and recommend ways to streamline processes, improve efficiency, and drive automation.

This is an on-site position based out of our Romeoville, IL Warehouse.

Primary Responsibilities:

Coordinate second and third level end user support tickets (e.g. hardware, software, VC and executive support) across the organization. Ensure the ticket queue is managed to SLA’s with appropriate levels of qualityCoordinate tickets and work orders within the team so closure can be completed to appropriate quality levels within defined SLA’s/OLA’s.Keep coworkers informed of the status of their tickets and ensure follow-up is performed.Meet all productivity and quality goals as measured by the department.Create and maintain reports to reflect progress toward goals. Highlight problem areas and recommend remediation plans.Ensure all asset management guidelines and procedures are followed within the team.Ensure inventory is tracked and submit purchases to ensure appropriate equipment and licenses are available.Script and automate updates and supportEnsure secure configurations (e.g. baselines) are deployed. Assist with periodic audits and enhancing security.Create and submit knowledge base documentation. Act as a support mentor within the team. Ensure new associates are onboarded appropriately. Coordinate and perform the install, configuration and support all computer equipment and computer appliances in area of expertise at all locations.Validate end user functionality of workstations and ensure software applications are provisioned according to business requirements.Engage third party support as needed and escalate critical issues appropriately.Drive third party vendor conversations to ensure accountability.Participate in company audits, both internal and external.Lead routine hardware/software deployments.Coordinate and execute the build and manage hardware images across all desktop platforms.Create and recommend ways to streamline processes, improve efficiency, and drive automation.

Knowledge, Skills, and Abilities:

Technical knowledge to provide top level support to end user issues (e.g. video conferencing, desktop (Windows/Mac), applications, collaboration solutions (e.g. Zoom, G-Suite)).Scripting and automation experience (e.g. Powershell, VB, etc)Ability to write and present information and documentation to various audiences (e.g. leadership, service desk personnel, fellow support staff).Ability to see beyond the tasks and ensure the larger organization needs are being appropriately met.Ability to work under general supervision.Ability to coordinate, orchestrate, and execute activities in the team.Strong attention to detail and interpersonal skills.Strong ability to manage multiple issues at once.Collaborate with Helpdesk, technical peers and software application teams and promote a strong sense of teamwork.Communicate effectively and efficiently with all company associates and business units.Maintain awareness of industry best practices and partner with management to ensure these are applied appropriately.Perform on-the-spot diagnostic evaluations and implement corrections.Travel to all company locations to aid with computer equipment and computer appliances set-up and troubleshooting.

Experience Required:

A minimum of 5 years experience providing remote and in-person desktop/walk-up support in an enterprise or retail environment (5000+ clients)Expert level knowledge of end-user technology including:  hardware, software, Windows, Apple, mobile devices, VDI, Cloud based desktops, video conferencing, collaboration technologies, etcTechnical Bachelor’s Degree or equivalent experience highly preferred

We’d love to hear from you if you have…  

3-5 years’ experience supporting end user support in a modern supply chain distribution centerExpert level knowledge of end-user technology in a Distribution Center including: hardware (RF handhelds, mobile/fixed printing, asset tracking, and charging technology); software; OS- Windows; Apple; Virtual Technology - VDI, Cloud based desktops; video conferencing, collaboration technologies, etcKnowledge of Supply Chain Systems - e.g. JDA, Blue Yonder 2020Technical Bachelor’s Degree or equivalent experience

Physical Demands…

Lift up to 50 lbs, with or without assistance, on occasionLift up to 20 lbs, unassisted on a regular basis