Desktop Support Tech Level 2 [653909] in Miami, FL at Rooms To Go

Date Posted: 9/16/2018

Job Snapshot

Job Description

Because we pride ourselves on being customer-centric, we call our Desktop Support Team the Customer Advocacy and Technical Support Team or CATS for short! So, if you are technically savvy, customer-oriented, and want to work for a great company where you can build a career, check out this position.

Customer Advocacy and Technology Support Technician Level 2 --

As a Desktop Support Tech L2 or CATS L2, you will work out of our state-of-the-art distribution center to provide computer support to the warehouse and our surrounding stores. You'll work with a great team, and help us to continue to be the fastest growing and largest independent furniture retailer in North America. 

The Desktop Support Technician is responsible for providing software and hardware technical support to the end-user community. Responsibilities include involvement in client installations, day to day asset management, vendor warranty repairs, and participation in projects to meet local and company-wide initiatives. Additionally, this position will support a customer care philosophy that ensures customer satisfaction and follow up with colleagues and end users, to ensure timely resolution of issues. The ability to assist with projects between internal departments is required. Strong relationships with IT departments and key customers are crucial to success.



  • Provide customer support, which includes incident, problem, and service request resolution for customers.
  • Respond to the organization's changing business requirements reducing incidents and disruption while maximizing value and decreasing re-work.
  • Collaborate with stakeholders in supported organizations to ensure a strong alignment between service targets and meeting customer objectives.
  • Inspire L1's to achieve the highest possible levels of customer satisfaction, duties include championing operational excellence initiatives involving the continued maturing of ITIL-based processes.
  • Support service improvement initiatives, support change and engage stakeholders including internal customers, peers, staff, and outside suppliers to achieve improvements in performance.
  • Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and knowledge sharing.
  • Managing and monitoring of service levels with internal customers and vendors.
  • Provide support to Facilities, IT and Security Operations as part of CATS' DCFM portfolio management.
  • Validation of compliance to policies, standards, process, procedures, controls and oversee enforcement efforts to ensure services are being provided with a high level of quality.
  • Works efficiently under conditions of multiple deadlines and changing priorities to produce high quality material with meticulous attention to detail.
  • Assist subject matter expert (SME) for service ticket escalations and engagement of resolver groups.
  • Maintain, analyze, troubleshoot, and repair computer systems and peripherals.
  • Represent the interests of our customers by providing support and appropriate escalation to Desktop Support Site Leads and other IT functions when issues cannot be resolved.
  • Participate on projects that require CATS involvement.
  • Mentoring and guidance for Level 1 CATS associates.
  • Identify inefficiencies and initiate process improvement to remediate.
  • Document changes of IT assets such as status and ownership.
  • Three or more years of relevant professional work experience in supporting an enterprise Desktop environment.
  • Candidates need to have verifiable expertise with:
    • Current Microsoft Windows Operating Systems
    • Networking
    • Presentation of technical information
    • Participation in projects
    • Excellent written and verbal communication
    • Mentoring others
  • Candidates should have advance knowledge of:
    • ITIL Fundamentals
    • Working with service levels
    • ITSM tools
  • Candidates should be familiar with:
    • Working as a member of a large enterprise IT team
    • Desktop Systems Management tools such as SCCM
    • Supporting retail and warehouse environment

      • Required: ITIL v3 Foundations
      • Required: Formal training in IT Facilities Management
      • Required: A + Certification
      • Required: Network + Certification
      • Desired: Bachelor's degree in computer science or information systems or an equivalent combination of education and 2 years minimum in IT
      • Desired: Microsoft Certified Professional (MCP)
      • Desired: Apple Certified Support Professional (ACSP)
      • Desired: Formal training in IT Asset Management