IT Service Desk Technician

A world leader in innovative, casual footwear, Crocs, Inc., is dedicated to the future of comfort. Our original and most famous style, the Classic Clog, is instantly recognized around the world — and for good reason: since 2002, we’ve sold more than 600 million pairs in over 90 countries! We achieved our status as a global leader in the casual footwear category by taking an inherently simple approach to uniting style, modern comfort, and value.

Every day, we make a choice to have an open mind and look on the bright and colorful side of life. We embrace and celebrate the uniqueness in everyone, inviting the world to Come As You Are!

• 3-5 sentences that describe and summarize the role, reporting relationship, dept.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Technical Support:

• Provide support for all IT-related issues across retail locations, distribution centers, and corporate offices.
• Troubleshoot hardware and software issues on various devices including PCs, laptops, mobile devices, and point-of-sale (POS) systems.
• Maintain asset inventory per defined processes.
• Manage various application access permissions.
• Document incidents and resolutions in detail within the ITSM system.

Training and Documentation:

• Develop and maintain standard operating procedures.
• Deliver training sessions on the use of IT equipment and software applications, aiming to reduce the volume of user errors and support tickets.
• Create user-friendly guides and resources for common issues to empower users to resolve minor issues independently.

Project Assistance:

• Support IT & business-led project implementations, including new software deployments and hardware upgrades.
• Collaborate with project teams to ensure that IT infrastructure and services align with business goals and project timelines.
• Assist in the testing and evaluation of new technology solutions to support business initiatives.

JOB REQUIREMENTS AND SKILLS

• Associate's or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.
• Proven experience as an IT Support Technician or similar role.
• Strong understanding of computer systems, mobile devices, and other tech products. Ability to diagnose and resolve basic technical issues.
• Excellent communication skills and the ability to provide step-by-step technical help, both written and verbal.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional, or similar is an advantage.
• Ability to prioritize, manage and meet deadlines.
• Effectively manage time and operate with sense of urgency.
• Adjusts quickly to changing priorities and conditions.
• Copes effectively with complexity and change