Mattress Firm ITS Technologist-Service Desk II in Hickville, New York

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ITS Technologist-Service Desk II


Corporate Hicksville, NY Office



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The ITS Technologist II - Service Desk Level 2 provides support to internal and external customers in resolving issues with computers, applications, and related technologies. This individual will assist the Support Services Supervisor and Manager. This individual will adhere and assist in upholding the standard service level agreement, as well as the support lifecycle that governs ticket resolution, escalation, and communication processes to ensure the highest quality of service to business partners.

Key Responsibilities:
• Provide excellent Customer Service • Take the lead on critical customers incidents, associated to customer communication, activities and any appropriate escalations • Ensure that Service Desk practices are updated and standardized • Provides support in the use of POS applications or related third party products by providing solutions, workarounds, and advice in a timely manner • Support business partners by proactively maintaining high-level technical, operational expertise, and understanding of business needs • Creates service request tickets for all service request orders via Ticketing System • Resolves Service Desk requests with computers, printers, hardware and applications • Provides status updates to end users while escalating issues appropriately • Monitor systems to Identify outages in a timely manner • Provides quality customer service in person, by phone and by e-mail
• Records and reports on resolution of technical issues to end user and management as needed • Completes other projects and special assignments as requested by Supervisor and/or Management • Assists stores with reconciling ticket, accounting, billing, payment, and refund issues • Ensure Service Desk shifts are covered • Provide exceptional customer support, guidance to ITS Support Technician I • Works with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals • Maintain confidentiality of sensitive information • Oversee training curriculum for Service Desk new hires
• Provide guidance and professional leadership to Support Technician I • Provide new hire training to Support Technician I

Knowledge Requirements: • Microsoft Office Products • Remote access software • Broad knowledge of hardware and software systems • Ticketing System • VPN • Remote Desktop • Exchange/Active Directory • Microsoft Dynamics AX • Telephony, Internet and wireless • Mobile Devices • Basic math

Education/Training • High School diploma or general education degree (GED), three years or more related experience or training; or equivalent combination of education and experience • Ability to read and interpret reports, documents such as safety rules, maintenance instructions, and procedure manuals. • Ability to prepare reports and correspondence

Professional Experience • 2+ years technical support experience • 2+ year customer service experience • Retail and/or Technology background preferred