Job description

Ascena is looking for a technical support analyst for a position within the Service Desk team that serves as a single point of contact for all corporate office’s technology issues within Ascena brands. This position reports to the Service Desk Leadership team and is responsible for handling incoming calls and requests from corporate office associates and providing high quality customer service. This person needs to be proficient at multi-tasking and balancing priorities in a fast-paced and dynamic environment. The agent will work overnight to extend IT support capability to all brands and Distribution Centers within the Ascena Retail Group.

Your core job responsibilities within the Ascena Service Desk:
Providing first-level technical support for associates working for any of the Ascena Retail Group brands in the corporate offices and offshore users.
Responding to emails, phone calls, or Self Service incidents/requests Ivanti Service Manager tool
Some examples include password resets for Active Directory in multi domain environment and other systems, troubleshooting VPN connectivity, VDI and remote support of Windows systems using LANDesk
Managing the high-priority incident process.
Opening/managing a bridge call and engaging appropriate on-call resources within IT
Partnering with on-call to send notifications to affected users

Required Qualifications:
Experience working 3rd shift in a support environment is preferred.
Strong written and verbal communication skills- able to relay technical ideas to business audience
Ability to troubleshoot and understand the relationship between client and server applications.
Ability to maintain composure, tact, and effectiveness under stressful conditions
Ability to work independently under minimal supervision
Ability to multi-task in a dynamic and fast-paced environment.
Understanding of network fundamentals and tools used to determine if a device has networking connectivity.
Understanding of mobile device technology, including configuring wireless and Exchange email access on iOS devices
Familiarity with MAC operating system and hardware.

Desirable Qualifications:
Associates Degree
Experience in a Network Operating Center (NOC) environment
Experience working in a technology support role

Schedule:
Will start out working day shift for training purposes for first few weeks
Overnight shift (3rd shift) - 10pm-8am Thursday - Sunday

Hours of operation:
The ascena Service Desk is a 24x7x365 operation to best support corporate services, supporting offshore teams and onshore projects/ releases.

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