Rite Aid Corporation Technical Support Analyst in United States
The primary purpose of this position is to provide root cause analysis of the highest escalated store technical issues routed to the command center, provide solutions and work with internal and external customers on issues resolution.The incumbent is also required to perform all tasks in observance of Rite Aid’s brand and strategy and adhere to our core values and service attributes.
Experience / Requirements:
ESSENTIAL DUTIES AND RESPONSIBILITIES
The associate is responsible for the functions below, in addition to other duties as assigned:
Perform root cause analysis of complex or uncommon front-end and pharmacy problems or those escalated from Technical Support Representatives; act as a last resort for problem resolution. Must be the highest level technical expert in the command call center. Work with internal customer and outside vendors on problem resolution.
Develop training documents for Technicians 1-3 on new software and facilitate training on new software and systems.
Compile data and generate trending reports that analyze the root cause and percentage change of recurring store hardware, software, and procedural issues and provide to senior IS Management for consideration in future software, hardware and procedural enhancements.
Provide technical and troubleshooting mentoring to Field System Support (FSS) associates, delegate some work assignments, offer guidance or assistance whenever necessary. Act as a mentor to lower level technicians.
Education and/or Experience
Bachelor’s Degree in Arts/Sciences (BA/BS) Information Systems required.
Three (3) years' of experience in hardware/software/networking/help desk and/or website support required.
• Or equivalent education in lieu of experience
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Rite Aid is an Equal Opportunity Employer
Position ID# 83354
Category Corporate - Information Services
Store # ..