Technical Services Coordinator II

General Purpose Technical Services Coordinator II provides comprehensive IT support for end users across the organization. Core responsibilities include responding to support requests both onsite and remotely, documenting service tickets, and delivering troubleshooting for desktops and laptops. This role requires strong customer service skills, attention to detail, and the ability to proactively identify and address technical issues. The coordinator will perform initial technical analysis on incidents reported through the Help Desk and apply analytical, technical, and system administration knowledge to troubleshoot, resolve, or appropriately elevate production support issues. Base Pay Range : $23.85 - $38.56. The range is dependent on factors including experience, skills, qualifications, education, certifications, seniority, and location. Other rewards may vary by position and location. Essential Functions Execute established Service Level Agreements (SLAs) for all IT Services following established procedures on routine work and under instruction on new assignments. Advises users on methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Make sound judgement to determine appropriate time to deviate or escalate from standard practices in effort to support business needs. Demonstrate a high level of customer service by responding to IT requests, communicating clearly, and ensuring a positive support experience. Service Management & Integration Receive support requests and IT service‑related issues from customers and respond using established procedures. Partner with end‑users to provide support and training on computer operation issues. Provide advanced technical support for systems including Active Directory, PCs/laptops/mobile devices, printers, software, hardware, and network connectivity via phone or remote tools. Maintain an inventory of keyboards, hard drives, printers, modems, scanners, monitors, and other peripheral devices. Identify, log, categorize, and resolve semi‑routine incidents and root causes of problems, raising a problem where necessary. Ensure trouble tickets are addressed to agreed service levels through prioritization, incident recording, recognition, isolation, resolution, and follow‑up following standard guidelines. Gather performance metrics against stated SLAs following standard guidelines. Technical Operations Monitor all events in the enterprise IT environment and take appropriate control action to address semi‑routine events, following standard guidelines. Organize objectives and prioritize work; demonstrate a sense of urgency. Competencies People Collaboration Teamwork Punctuality Self Leading by Example Communicates Effectively Ensures Accountability and Execution Manages Conflict Business Plans, Aligns and Prioritizes Experience proving front‑facing customer service Qualifications and Special Skills Required High School Diploma, GED or equivalent and 1-2 years of experience in PC support services. Assist in maintaining, preparing, and upholding processes for reporting and logging PC performance. Strong oral, written, and one‑on‑one communication skills with technical and non‑technical users. Strong analytical skills – the ability to diagnose and solve technical issues. Ability to respond promptly and consistently to changing customer needs and circumstances. Perform other duties as assigned. Install, configure, test, maintain, monitor, and troubleshoot end‑user peripheral devices, workstation hardware, and networking hardware products. Physical Requirements / ADA Job requires ability to work in an office environment, primarily on a computer. Requires sitting, standing, walking, hearing, talking on the telephone, attending in‑person meetings, typing, and working with paper/files. Requires consistent timeliness and regular attendance. Vision requirement: Ability to see information in print and/or electronically. Occasionally requires bending, kneeling, reaching, and lifting and carrying items up to 10 lbs. The role requires full‑time in‑office presence, including engagement in in‑person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback. Supervisory Responsibilities None Disclaimer This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all‑inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion. Equal Employment Opportunity Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, and any other category protected by federal, state or local laws. #J-18808-Ljbffr Ross Stores