Service Desk Technician I

About the Role

Total Wine & More is seeking is seeking a Service Desk Technician to join our Technology team. In this role, you will provide frontline IT support to store and corporate staff, focusing on incident management and request fulfillment in a fast-paced retail environment. You'll handle both structured tasks and situations that require adaptability and problem-solving, with guidance from peers and leaders as you develop core technical and customer service skills. Most support is delivered remotely, requiring strong communication and effective troubleshooting without direct access to devices. You will assess service requests, perform initial analysis, document issues accurately, and collaborate with team members to maintain reliable operations. This position requires flexibility and participation in a rotating schedule including early mornings, evenings, and weekends to ensure continuous support for our business. You will report to the Manager, Service Desk.

You will

Analyze and prioritize incoming incidents and service requests via phone and Jira Service Management, ensuring accurate triage, timely resolution, and thorough documentation of all work performed.

Collaborate with Technician II team members, Technology functions, and business partners across the organization to keep all relevant stakeholders informed of incident progress, escalate issues when necessary, and maintain clear, consistent communication with customers.

Ensure proactive updates to customers and business partners on progress, meeting SLAs and emphasizing timely follow-up and resolution.

Evaluate and maintain support documentation, files, and records for incident management and request fulfillment, ensuring accuracy and accessibility.

Collaborate on routine reporting, vendor escalations, and assist in identifying opportunities to improve service desk efficiency and customer experience.

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You will come with

Bachelor's Degree in Information Systems or related field preferred

Less than 1 year Minimal experience required; recent graduates with the right behavioral and talent traits will be considered

1-4 years of customer service-based IT support is preferred

Basic knowledge of IT support and customer service principles

Proficient in Windows, MacOS, and Office 365

Working knowledge of Active Directory, networking concepts, and cloud applications is beneficial

Ability to troubleshoot hardware and software issues

Ability to work independently and within a team

Ability to use support tools to speed up problem-solving and improve productivity

Emphasis on accuracy, reliability, and task completion

Ability to lift up to 65 pounds and walk/stand for long periods of time

MS-900 Microsoft 365 Certified Fundamentals or AB-900 Microsoft AI Workplace Fundamentals preferred

Information Technology Infrastructure Library (ITIL) ITIL v4 preferred

HDI-SCA - Help Desk Support Center Analyst Certification preferred

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We offer

• •Paid Time Off (PTO)
• •Generous store discounts
• •Health care plans (medical, prescription, dental, vision)
• •401(k), HSA, FSA, Pre-tax commuter benefits
• •Disability & life insurance coverage
• •Paid parental leave
• •Pet insurance
• •Critical illness and accident insurance
• •Discounted home and auto insurance
• •College tuition assistance
• •Career development & product training
• •Consumer classes
• •& More!

Crafted for you

We recognize our team members are our biggest asset, and we value the critical role each play in contributing to the company’s success. It is our commitment to support and provide access to the resources needed to take care of their health and wellbeing. That is why we offer a variety of benefits, tools, and resources to support through our Total Rewards program. To view our full career page, click here: https://careers.totalwine.com/ !

Total Wine & More considers several factors when establishing compensation. Compensation may vary based on a number of factors including, but not limited to, market location, job-related knowledge, skills and/or experience. The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Estimated salaries determined by third parties have not been validated by Total Wine & More.

Total Wine & More is an equal opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply. The anticipated close date of this posting is 120 days from the posted date indicated above.

Worker Type:

Regular

Pay Range:

$16.00 - $33.99 Hourly