IT Specialist

About the Team It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents. Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain. Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are. About the Location Associates at our Costa Rica office are eligible for hybrid work. About the Job Looking to get your foot in the door in IT with possible future growth opportunities in multiple other areas? Eager to learn about a variety of hardware and software applications used at stores, distribution centers, and corporate offices? Are you self-motivated, focused, technically inclined, and ready to multitask? Then this is the position for you! The Associate IT Specialist provides front line IT technical support for user generated requests and incidents related to PETSMART devices, computers, software/hardware, networks, accounts, and production environments. This includes incident/problem triage, analysis, documentation, remote support, and remote eyes/hands for higher tiered analysis. In order to assist PetSmart end users, the IT Associate Specialist must possess the IT technical knowledge required for troubleshooting and the customer service skills to interact with individuals who are experiencing technical problems with IT services. Essential Functions: Provide tiered support for call in, email or chat generated incidents and tasks. Manage the incidents or tasks using the incident management, knowledge base, and request fulfillment processes. Maintain all entered activity data for timeliness, accuracy, relevancy, escalation, and status. Perform complex, multi-step functions via documentation or verbal instructions, record/report findings or gaps, escalate as needed. Functions include, but are not limited to: Disk Imaging, New Hire Setup, file transfers, application install/upgrade/patch, explaining needed steps to end users, and cable re-seating. This could involve leading these actions via phone. Propose and create new documentation and make modifications to existing if needed. Leverage knowledge management system for incident resolution. Utilize problem solving skills to diagnose to resolve incidents via on-site and remote functions such as: o Software/Firmware: patch/install/deinstall/upgrade/downgrade o Hardware: repair/replace/upgrade/install/deinstall Off Hour Coverage may be required ; Other Duties as required . Experience/Knowledge/Skills: 1 to 3 years experience of basic computer and/or network support Customer Service Orientation Microsoft Suite knowledge Familiarity with incident ticketing processes Ability to troubleshoot device level hardware issues Excellent oral and written communication skills Ability to follow documented process steps Ability to work in a team environment as well as independently About the Culture At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success. Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position. Our Costa Rica office offers outstanding amenities in a fun and rewarding workplace including: You will be able to bring your pets to work! Free access to UltraPark gym facility Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/ Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/ Will have medical, dental & vision benefits for all associates Offer paid time off including holidays and discretionary days PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics. Looking to get your foot in the door in IT with possible future growth opportunities in multiple other areas? Eager to learn about a variety of hardware and software applications used at stores, distribution centers, and corporate offices? Are you self-motivated, focused, technically inclined, and ready to multitask? Then this is the position for you! The Associate IT Specialist provides front line IT technical support for user generated requests and incidents related to PETSMART devices, computers, software/hardware, networks, accounts, and production environments. This includes incident/problem triage, analysis, documentation, remote support, and remote eyes/hands for higher tiered analysis. In order to assist PetSmart end users, the IT Associate Specialist must possess the IT technical knowledge required for troubleshooting and the customer service skills to interact with individuals who are experiencing technical problems with IT services. Essential Functions: Provide tiered support for call in, email or chat generated incidents and tasks. Manage the incidents or tasks using the incident management, knowledge base, and request fulfillment processes. Maintain all entered activity data for timeliness, accuracy, relevancy, escalation, and status. Perform complex, multi-step functions via documentation or verbal instructions, record/report findings or gaps, escalate as needed. Functions include, but are not limited to: Disk Imaging, New Hire Setup, file transfers, application install/upgrade/patch, explaining needed steps to end users, and cable re-seating. This could involve leading these actions via phone. Propose and create new documentation and make modifications to existing if needed. Leverage knowledge management system for incident resolution. Utilize problem solving skills to diagnose to resolve incidents via on-site and remote functions such as: o Software/Firmware: patch/install/deinstall/upgrade/downgrade o Hardware: repair/replace/upgrade/install/deinstall Off Hour Coverage may be required ; Other Duties as required . Experience/Knowledge/Skills: 1 to 3 years experience of basic computer and/or network support Customer Service Orientation Microsoft Suite knowledge Familiarity with incident ticketing processes Ability to troubleshoot device level hardware issues Excellent oral and written communication skills Ability to follow documented process steps Ability to work in a team environment as well as independently At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they're core to PetSmart's success. Not sure if you meet 100% of the position requirements and whether you should apply? We'd still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position. Our Costa Rica office offers outstanding amenities in a fun and rewarding workplace including: You will be able to bring your pets to work! Free access to UltraPark gym facility Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/ Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/ Will have medical, dental & vision benefits for all associates Offer paid time off including holidays and discretionary days PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.