Job description

Role: Tech Desk Support Analyst

Reports to: IS Manager

Positions Available: 2nd Shift

Based in: Savannah, GA

CITI TRENDS OVERVIEW:

Citi Trends is a high-growth, publicly held retail brand with a fleet of 600+ Stores across 33 States. Our track record of delivering eight straight years of profitability coupled with no debt allows us to invest in people, systems, and infrastructure to scale our business. We carry a world-class assortment of branded and private branded merchandise across apparel, accessories, footwear, and home for the entire family that is showcased in an inviting store environment staffed by friendly associates. The Citi Trends experience works in rural, suburban, and urban communities with the potential to grow to 1,000 stores to serve our loyal and expanding customer base. We are actively building our team of diverse leaders in a culture filled with passion, collaboration, agility, and customer obsession and will continue to uphold our longstanding commitment to diversity and inclusion. Our purpose, Live Bold. Live Proud. Respect All. ignites the passion in our teams to set the bar high and amaze our customers each and every day.

SUMMARY

Citi Trends is seeking candidates for our Information Services Tech Desk. This is a great opportunity for anyone who is eager to gain experience and join a growing technology team.

The ideal candidate for this position is a true technologist and is quickly able to adapt their skills to solve complex technology issues. Additionally, they possess outstanding customer service skills to ensure that all reported issues are handled professionally and thoroughly. This wonderful opportunity will provide you access to an exciting business environment and the technology that supports it. In this position, you are a key member of the team, passionate about success, eager to gain experience, and constantly challenged.

We are looking forward to having you join our team, growing with our company, and always seeking to provide an amazing level of service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Utilize your skills to analyze technical problems and provide support in a professional, thorough, efficient, and effective manner.

• Remotely troubleshoot various issues including hardware, software, database, physical & wireless networking, and telecommunications issues.

• Take ownership of issues and drive them to a resolution using all available resources.

• Coordinate and communicate effectively with members of your team and external technology partners.

• Perform tasks in a detailed and efficient manner based on the given direction.

• Answer calls and troubleshoot problems over the phone for all software and hardware related issues.

• Assign proper priority and escalate issues when necessary.

• Communicate effectively with internal and external business partners.

• Develop your knowledge of the environment to enhance your skills and provide better support.

• Prioritize and escalate issues.

• Utilize our call center system to create, prioritize, assign, monitor, update, and escalate all reported issues, problems, and changes.

• Other duties as assigned

• Ensure all assigned tasks are completed as directed and on time.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• The ideal candidate will possess excellent communication skills.

• Hands-on knowledge of MS Office, Windows, and personal computer equipment.

• Understanding of basic computer, software, and networking terminology.

• The ability to learn new technology quickly and thoroughly.

• Ability to work through roadblocks and bring about resolution.

• Ability to document service issue and their resolution.

• Experience with retail technologies a plus, including POS, printers, scanners, & pin-pads.

• Experience with Mac OS, wireless and networking basics a plus.

• Experience with hardware and software a plus.

• Experience troubleshooting hardware and software issues in a remote setting is a plus.

Must be available 5 out of 7 days a week for 9 hour-shifts within the range of:

Sunday - Thursday, 11 am 8 pm;

Friday & Saturday, 12 pm - 9 pm

(Schedule subject to change depending on Store operations)

LANGUAGE:

Bilingual (English and Spanish) is preferred.

EDUCATION and/or EXPERIENCE:

An associate degree in Information Technology, Computer Science, or a related field is preferred.

LOCATION:

Savannah, GA

Job Type: Full-time

Pay: From $19.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)

• Dental insurance

• Health insurance

• Paid time off

• Vision insurance

Schedule:

• 8 hour shift

• Evening shift

• Monday to Friday

• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Call center: 1 year (Required)

• Customer support: 1 year (Preferred)

• Customer service: 1 year (Preferred)

Ability to Commute:

• Savannah, GA 31408 (Required)

Ability to Relocate:

• Savannah, GA 31408: Relocate before starting work (Required)

Work Location: In person