Resource Center Specialist

Principal Duties And Responsibilities

Serves as central point of contact for employee requests from all areas of the company (Stores, Distribution Centers, and Home Office) in the following areas:

Troubleshoots, diagnoses and then documents issues related to systems, network, and processes

Uses monitoring systems to analyze network and system status

Facilitates and follows-up on communication and coordination with other departments for resolution of issues

Processes end-user systems, hardware, and software requests across the company

Ability to quickly react and effectively communicate during the incident management process in a calm and concise manner, and lead when necessary

Detailed logging of all relevant information from each interaction into the ITSM system.

Maintains POS-related equipment and emergency kits

Maintains documentation and training for many procedural and technical areas of store operations

Acting as the subject matter experts to assist in developing and writing instructions and updates to store operating procedures

Identifies areas of opportunity and provides necessary follow-upcommunication, clarification, and/or updates to procedures

Maintains and updates Store Systems troubleshooting and quick reference guides

Develops topics for the online knowledge base

Manages email distribution list recipients

Security-first mindset for internal information and transfers of privileged IT data

Responsible for maintaining discretion related to all confidential/sensitive company and customer information

Coordinates and participates in weekly update meetings with other areasStore Systems, Information Systems, and Training

Provides training to new Home Office and Distribution Center employees

Consistently arrives promptly to work the assigned schedule

Performs other requested tasks and duties as assigned

Experience And Skills Required

Bachelor's degree or comparable certification in technology, preferred

At least two years of relevant experience

Proficient with industry technology, including but not limited to Microsoft applications and operating systems, MacOS/iOS, and Android.

Proven experience with mainstream ITSM systems such as ServiceNow, Remedy, etc.

Proven technical and problem-solving skills

Based in Dallas/Ft. Worth area

On-call capacity, which includes evenings and weekends on a rotating basis with the Resource Center team

Ability to work weekends Saturday and Sunday shifts required

Ability to travel 5% a year, based on the business needs

Ability to work in a constant state of alertness and a safe manner

Ability to perform training in the moment for coaching opportunities with subjects related to store systems and processes

Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs

Knowledge of industry business and passion for following trends in the industry

Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization

Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week

Flexible, with a positive attitude and passion for knowledge

Strong time management and organizational skills with the ability to successfully manage multiple projects at once

Possesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure

Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information

Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changing

Who We Are:

We're a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

What We Offer:

401k (6% match)

Flexible Schedules

Tuition Reimbursement, Leadership Development Program, & Mentorship Program

Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women's Network, Women In Tech)

And More

*Benefits vary based on position, tenure, location, and employee election

Physical Requirements:

This position requires you to sit, stand and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.

Equal Employment Opportunity:

It is our policy to provide equal employment opportunity for all applicants and associates. This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

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