Our Opportunity:

Chewy is seeking a highly motivated, customer-focused IT Service Desk Analyst II to join the IT Service Desk team located in Plantation, FL. The Chewy Service Desk team is like no other, providing unbeatable five-star customer service and support to all internal customers while proactively addressing issues and queries, ensuring 100% internal customer satisfaction every time.

As a Service Desk Tier II member, you are responsible for providing a higher level of support to all Chewtopians, including your team members. The Tier II team is the first point of escalation for your Tier I counterparts. The SD T2 analysts are subject matter experts and provide second-level support. Issues escalated from Tier I are routed to Tier II for diagnosis and resolution.

Shift Leads and Team Leads act as points of escalation, aid Tier I and II, work on time-sensitive deliverables, and augment the Service Desk with training, coaching, and feedback. Leads will offer guidance on policies and processes and can be contacted for any issues with attendance, user escalations, etc.

This shift will be: Saturday - Wednesday from 10:30am to 7:00pm EST

Qualifications:

• Functional knowledge of Microsoft Active Directory and Windows OS
• Competency in MS Office Suite
• Strong documentation skills and attention to detail. Customer-focused; demonstrating empathy with others, good listening, and questioning skills
• Ability to work well with others and contribute to team values and rapport-building across the organization
• Effective prioritization skills and the ability to execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• The ability to work flexible schedules, including weekday, weekend, day shift, night shift, and potentially overnight shifts is required
• CompTIA A+ preferred
• ITIL Certification preferred
• Previous experience providing technical support
• Experience with enterprise ticketing systems
• 1+ year service desk experience
• MAC support experience
• AirWatch, Intune, JAMF experience is a plus
• Relevant IT certifications

What Will You Do:

• Tier 2 is responsible for taking Tier 1 ticket escalations
• Handle lengthy calls
• Be in charge of daily team huddles
• Action any project items assigned to the analyst
• Will provide Tier I analysts with training, coaching, and feedback by spot-checking their tickets
• Tag tickets with relevant categories for FCR improvements
• Troubleshoots advanced software and hardware issues via phone and resolves upon first contact, when possible
• Fully documents all cases in the service desk tool and escalates to appropriate resolver groups
• Monitors the progress of requests for support and ensures that customers and other interested parties are kept informed
• Escalates unresolved tickets to the appropriate resolver groups
• Performs basic support functions such as password resets, unlocking accounts and AD group changes
• Provides "how to" assistance on all internally supported devices, applications and systems
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follows up on incidents when appropriate
• Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues
• Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
• Builds relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded
• An advocate for the customers to ensure he or she receives high-quality and timely service and support from the entire IT organization

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

If you have a question regarding your application, please contact HR@chewy.com.

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