Technical Services Coordinator II

Our values start with our people, join a team that values you!

Bring your talents to Ross, our leading off-price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.

As part of our team, you will experience:

• Success. Our winning team pursues excellence while learning and evolving
• Career growth. We develop industry leading talent because Ross grows when our people grow
• Teamwork. We work together to solve the hard problems and find the right solution
• Our commitment to Diversity, Equality & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

The Technical Services Coordinator II is responsible for initial production support, reporting, and providing support to Ross business units. The coordinator will quickly and accurately determine incident scope and impact to ensure that incidents are provided the correct visibility according to the department defined Service Level Agreements. The coordinator will provide customer service and support for all Ross personnel and IT infrastructure services.

The coordinator will be responsible for creating and maintaining service ticket records, troubleshooting notes, providing support and resolution, documenting progress, and providing status updates accordingly. All system failures will follow trouble shooting processes or escalated to the responsible support group, or vendor when necessary.

The base pay range for this role is $22.93 - $37.07. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

• Primary responsibility is to respond and resolve customer support requests and IT service-related issues. The position requires timely resolution of requests in accordance with policy guidelines, and adherence to department standards; prioritization of support for situations requiring expedited service and following through on department escalation procedures when appropriate. Responsible for thorough and appropriate ticket documentation and management. Escalate problems as required to Tier 2 and 3 support teams and vendors.
• Independently resolve a wide array of IT service incidents, requiring a wide array of technical knowledge, having for analyzing and trouble‑shooting issues. Interpreting system generated events and managing the issues according to operating guidelines and procedure.
• Maintaining and updating of department documents based on department's processes, guidelines, and procedures.
• Support the transitioning of new IT processes and systems from development to a production environment.
• ITTL Process and Incident Management
  • Strong written and verbal communication
  • Time bound service level agreements for engagement
  • Engaging appropriate resources
  • Escalating to the appropriate resources/vendors
  • Coordinating meetings/conference bridges with supporting resources
  • Multi-tasking
• Ticket Management
  • Ability to manage multiple incidents
  • Document thoroughly
  • Route to the supporting groups
  • Escalate based on service level agreements
• Problem Management
  • Identify Trends
  • Create problem issues and assign to the appropriate support group
  • Engage Support teams for remediation
  • Communicate to management teams.
• Documentation
  • Engage appropriate resources to update documented processes
  • Utilize Knowledgebase
• Some knowledge of Network devices
  • cisco switches, routers, modems, access points
• Some Basic Dell server support
• Point of Sale Hardware preferred
  • Scanners, Debit pads, hard drives, monitors, cash drawers
• Phone management
  • Ability to manage multiple lines effectively
  • Ability to minimize call times
  • Customer service oriented

• People
  • Collaboration
• Self
  • Leading by Example
  • Communicates Effectively
  • Ensures Accountability and Execution
  • Manages Conflict
• Business
  • Plans, Aligns and Prioritizes
  • Drive for Results
  • Technical Competence and Expertise
  • Customer Service
  • Analysis and Judgement

• 2-3 years of experience in the IT field or equivalent work experience
• High school diploma, GED or equivalent
• Bilingual English/Spanish preferred
• Ability to follow established procedures on routine work and…