The Job in a Nutshell:

The Hardware Technician is tasked with examining the function of store and Store Support Center computer systems, identifying problems and areas for improvement, and designing solutions through execution. Additionally, this position is responsible for imaging, configuring, and installing hardware and software at new store opening as well as supporting hardware break/fix issues at Store Support Centers and store locations.

Main Ingredients:

1. Image, configure, and install of Point-of-Sale (POS) and computer equipment utilizing security hardening standards.

2. Resolve hardware issues in a timely manner and within established SLA’s.

3. Identify and replace end-of-life equipment as necessary.

4. Write user and systems documentation as required.

5. Manage hardware equipment inventory levels.

6. Liaison to various 3rd party vendors as needed (scale certifications, recycling, etc.).

7. Ship and receive hardware equipment as needed.

8. Diagnose complex issues related to Point-of-Sale hardware, networking and home office computer equipment.

9. Design and recommend IT hardware and solutions for assigned project or group implementations.

10. Design and recommend IT Hardware and computer systems to meet interdepartmental software requirements.

11. Assist IS Applications team with special projects.

12. Act as Tier 1 troubleshooting for pilot projects with the direction of the Applications team.

13. Recommend IT solutions to enhance productivity and improve financial outcomes.

14. Design Hardware and Software documentation for complex issue resolution.

15. Assure successful execution of PCI asset management policy.

16. Acts as relief/backup for Desktop Support position.

17. Take on special projects as assigned.

18. Responsible for hardware teams’ success within ITSM

19. Author articles and design solutions of use within the ITSM system.

Although this is a general outline of job responsibilities, all crew members are expected to be “hands on” and do whatever it takes to get the job done and make the company thrive.

Recipe for Success:

1. Bachelor’s degree in Information Technology or equivalent combination of education and experience required
2. Minimum 2 years of experience working with the following systems, hardware and software:

• Equipment:
• Server hardware
• PC hardware
• Hard drive arrays and SANs
• Switches, hubs and routers
• Wireless Access Points
• Network interface cards
• Firewalls
• Cabling
• Point-of-Sale (POS)
• VoIP and legacy phone systems
• Mobile devices
• Xerox printer installation/configuration
• Television installation
• Software:
• Windows 10
• SQL Server
• Office 365
• Disk Imaging/Cloning
• Android OS
• Antivirus

3. Works effectively in a team environment.
4. Communicates effectively, written and verbal, across all departments.
5. Experience in ITSM system (Service Now, Remedy, Samanage).
6. Self-starter with the ability to quickly learn new technologies and effectively apply them to business processes.
7. Ability to simultaneously manage multiple tasks effectively.
8. Strong conceptual, analytical and problem-solving ability.
9. Passionate commitment to outstanding customer service.
10. Ability to work flexible hours including some nights and weekends.
11. Must have valid driver’s license and clean driving record.
12. COMPTIA A+ certification a plus
13. ITIL Foundation certification a plus
14. Experience with IT standards and best practices (ie. CIS Controls, NIST, ISO)
15. Ability to travel required.
16. Other job duties as required

This job description is not an employment contract.  It does not guarantee a job or that the above listed duties are the limit of responsibilities.  The job and job description are subject to change with and without notice.  Employees are required to accomplish any and all tasks assigned to him/her by their Manager and/or other Store Support Center manager that might not be listed in this job description.