Desktop Support Technician- Level 1 [653952] in Arlington, TX at Rooms To Go

Date Posted: 8/31/2018

Job Snapshot

Job Description

  • Provide first level desktop support, which includes centralized incident, problem, and service request resolution for customers.
  • Maintain, analyze, troubleshoot, and repair computer systems and peripherals.
  • Represent the interests of our customers by providing support and appropriate escalation to Desktop Support L2 Technician
  • Participate on projects that require Desktop Support involvement.
  • 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.
  • Document changes of IT assets such as status and ownership.


  • Customer Support
  • Project Participation
  • Ticket Documentation
  • Asset management


  • Business staff
  • IT staff
  • Project Quality Office
  • Vendor


  • Exceeds expectations of 80% on customer survey scores
  • Add or Edit 6 knowledge articles per year
  • Positive project results


  • Supports users in several different RTG locations.
  • Participates in and supports cross technology process improvement initiatives.


  • Presents options along with recommendation Desktop Support Site Leads and Supervisors.



  • Demonstrates commitment to RTG and its customers.
  • Takes personal responsibility for words and actions.
  • Maintains consistency between words and actions.
  • Acts in compliance with department, company, and industry standards.


  • Holds self and others accountable.
  • Demonstrates drive to excel.
  • Exhibits mature self-confidence.
  • Achieve Results


  • Demonstrates flexibility and change.
  • Demonstrates analytical thinking.
  • Exhibits customer service orientation


  • Exhibits teamwork and collaboration.
  • Understands and influences others.
  • Communicates effectively.
  • 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
  • A+ Certification
  • Network+ Certification