Service Desk Technician

Ocean State Job Lot (“OSJL” or the “Company”) is a dynamic $850+ million general merchandise retailer with a strong foothold across the Northeast and Mid-Atlantic. With over 170 stores currently and ambitious plans to reach 180 locations, OSJL offers exciting opportunities for growth and contribution. We are an opportunity-driven retailer owning over 50% of our operating locations, totaling 8 million square feet, demonstrating our stability and long-term vision. At OSJL, you will be part of a team committed to delivering exceptional value to our customers while driving positive change and a more responsible future for retail within our communities.

* Must be able to work first and second shift with some weekends.

The Service Desk Technician at Ocean State Job Lot (“OSJL” and “Company”) plays a vital role in keeping the Company’s technology running smoothly, providing critical, front-line technical support across retail stores, corporate offices, and our Distribution Center (“DC”). Operating in a fast-paced environment, this role serves as the primary point of contact for technical issues submitted via the 8x8 phone platform, chat, and the ServiceNow IT Service Management (“ITSM”) platform. The role requires strong troubleshooting skills, a solid technical understanding of diverse IT endpoints (including Windows, ChromeOS, and Android), and a customer-first mindset to deliver a seamless, high-quality user experience for all OSJL associates.

• Serve as the first point of contact for hardware, software, network, and peripheral issues across stores, corporate offices, and the DC.
• Triage, prioritize, and categorize incoming contacts via the 8x8 telephony platform and self-service queues into ServiceNow, adhering to Information Technology Infrastructure Library (“ITIL”) based incident management workflows.
• Support, troubleshoot, and configure a diverse endpoint ecosystem, including Windows laptops/desktops, ChromeOS devices, Android enterprise mobile devices, printers, and other equipment, both remote and onsite.
• Provide front-line diagnostic support for Point-of-Sale software, registers, scanners, and retail-specific peripheral hardware.
• Take end-to-end ownership of the ticket lifecycle, maintaining accurate troubleshooting documentation in ServiceNow and escalating unresolvable issues to Tier 2 teams as needed.

• Coordinate and track hardware deployments, software installations, system upgrades, and hardware decommissioning using ServiceNow.
• Process returned IT assets from store locations, performing thorough quality checks, data sanitization, and facilitating hardware repairs or vendor returns.
• Maintain an accurate, up-to-date hardware and software asset inventory database within ServiceNow.

• Administer and support the Google Workspace environment (i.e., Drive, Docs, Sheets, Gmail, and user accounts).
• Assist system administrators and infrastructure teams with routine IT projects, system maintenance, and user access provisioning.
• Contribute to internal knowledge base articles in ServiceNow to streamline common troubleshooting workflows and promote end-user self-service.

• An Associate's or Bachelor’s degree in Management Information Systems or an IT-related field is preferred, or equivalent professional certifications (e.g., CompTIA A+, Network+, Google IT Support, or ITIL Foundation) is preferred.
• 1 or more years of hands-on technical support experience troubleshooting hardware, operating systems, and basic networking infrastructure in an enterprise environment is required.
• Direct experience utilizing ServiceNow (or a similar enterprise ITSM tool) and cloud-based phone systems like 8x8 is preferred.
• Strong proficiency supporting Google Workspace applications and managing Windows, Android, and ChromeOS devices is required.
• Prior experience troubleshooting Point-of-Sale solutions and retail peripheral hardware is preferred.
• Exceptional verbal and written communication skills; bilingual fluency in Spanish is preferred.

• Works primarily in a climate controlled environment with minimal safety and health hazard
  potential. 
• Works in an office environment remaining stationary at a desk, table, or computer workstation for extended periods of time. Frequently uses near vision for reading and computer tasks. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Weekly work schedule requires working one weekend day and one evening shift until 11:00 PM to maintain full retail support coverage.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position. Management has the right to revise this job description at any time. The job description is not a contract, either express or implied. You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.