Technical Services Specialist

Technical Support SpecialistCandidates must be authorized to work in the United States without the need for current or future visa sponsorship.This position is for full-time, onsite employment at the Family Dollar Chesapeake Store Support Center.The Technical Support Specialist will provide second level technical and operational support for the installation, maintenance, documentation, and technical support of enterprise software applications and hardware.Primary Responsibilities:Responsible for the setup, installation, maintenance, support, repair/replacement, and physical moves of all company provided user hardware, including desktop PC systems, laptops, printers, multi-function devices, and scanners (except for Telecom hardware).Conduct refresh/replacement project for all user hardware beyond its useful life expectancy.Support the setup, installation, maintenance, and repair/replacement of all company provided iPads for all Chesapeake and field associates.Responsible for user software installation, removal, maintenance and support for all SSC and field users.Manage incidents and requests via ServiceNow to ensure service level agreements (SLA) are met.Document ServiceNow incidents and requests to provide accurate data for reporting.Assist with hardware and software products, including installation, testing, documentation and technical support for applications programming, computer operations, and enterprise end user communities.Analyze and resolve application and system problems quickly and efficiently; maintaining manual and automated documentation, procedures, etc. that support these tasks.Manage and perform on-going maintenance of hardware and software systems, utilizing internal and external resources.Identify cause and corrective actions for hardware/software problems at the enterprise, performing corrective action when necessary and placing service calls when appropriate.Perform 2nd Level operational and technical support, providing hands-on assistance to SSC and field users.Be initiative-taking to recommend improvements in procedures that will increase the efficiency of the facility and staff members regarding IT-related technical issues and processes.Support the Remote IS Support Specialists working at all Distribution Centers with special technical requirements and assistance they may need from the SSC Technical Services Group.Provide hands-on technical support for all company meetings, including board meetings, stockholder meetings, field user meetings, and associate training sessions, both in the SSC and off-site locations.Work closely with the Facilities team in coordinating physical moves within departments requiring equipment.Other Responsibilities:Maintain a high level of communication with SSC IT staff.Coordinate with other divisions within the Dollar Tree IT Department as necessary to fulfill primary responsibilities.Develop and maintain an ongoing positive rapport with end users to enhance the perception of the IT function.Provide evening and weekend coverage to manage special needs, procedures, and emergencies as appropriate.Assist the Manager of Technical Services with special projects.Minimum Qualifications:Bachelor's degree in computer science or a related field and 3+ years of relevant IT experience OR 8+ years of equivalent progressive experienceOne or more of the following certifications: CompTIA A+, Network +, or Security+Ability to prioritize and manage to timelinesAbility to work independently and adapt to changing work prioritiesProficient with verbal and written communication skillsProficient in root cause analysisMust be able to lift and carry up to 50 pounds of IT devices to a height of 3-4 feet. Must be able to bend, kneel, and sit properly to set up IT equipment under and on top of desks in offices and cubicles.Projected Salary Range: $66,500 - 83,000Family Dollar is an equal opportunity employer and committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.