Technical Service Representative - Costco Travel

Position Summary
The on-site Service Desk technician will provide a high level of customer service answering phone calls or responding to online tickets for technical hardware, software, and unique travel application issues. Provides desk side support to troubleshoot and resolve issues as needed.
Based on company policy must be willing to provide weekend and off-hour support.
 

Job Duties/Essential Functions
 

● Supports Costco Travel’s proprietary application, Compass.

● Provides 1st level support to identify, investigate, and resolve technical problems and user issues.
 

● Monitors ServiceNow for assigning and resolving incident tickets.
 

● Supports desktops, laptops, and other miscellaneous devices.
 

● Troubleshoots issues, reproduces bugs, and documents issues and resolutions.
 

● Works closely with end-users to collect required information and communicates updates or current statuses of reported issues.
 

● Authors knowledge base articles based on problem resolution.
 

● Escalates issues to various members within IT or responsible department(s) when necessary.
 

● Assists with user account provisioning, maintenance, and administration.
 

● Installs and configures computer hardware and software.
 

● Works with suppliers to escalate/resolve issues, upgrade systems, etc.
 

● Completes other duties as assigned.
 

● Regular and reliable workplace attendance at your assigned location.
 

Ability to operate vehicles, equipment or machinery
 

● Computer, phone, printer, copier, fax.
 

Non-Essential Functions

● Assists in other areas of the department as necessary.
 

● Assists in other areas of the company as necessary.
 

Ability to operate vehicles, equipment or machinery
 

● Same as Essential Functions.
 

Experience, Skills, Education & Licenses/Certifications
Required:
 

● Costco Travel or industry-specific skills.
 

● 1+ years’ experience troubleshooting PC desktops/laptops, software, hardware, printers, peripherals, etc.
 

● 1+ years’ experience working with MS software; Windows10, MS Office applications, Windows based apps.
 

● 2+ years’ experience in an environment involving direct contact with end-users.
 

● 1+ years’ Help Desk/Call Center experience.
 

● Ability to complete one of the following items below within one year of hire:
 

● CompTIA A+ Certification (220-1201 and 220-1202)
 

● Microsoft Office Specialist (MOS) Expert Certification.

● Microsoft 365 Certified: Endpoint Administrator Associate certification
 

● Must be able to act as a user advocate.
 

● Must be self-motivated, have the initiative to identify needs and offer solutions.
 

● Scheduling flexibility to meet the needs of the business, including evening and weekends.
 

Recommended:
 

● Travel experience.
 

● Help Desk / Service Desk experience supporting end-user IT issues.
 

● Excellent communication skills - written and verbal.
 

● Excellent interpersonal skills – approachable.
 

● Demonstrated ability to handle multiple projects, assignments and to work independently.
 

● Analytical with strong problem-solving skills and attention to detail.
 

● Be flexible, with the ability to quickly adapt and learn new technologies.
 

● Strong customer service/telephone skills.
 

● Proficient in Microsoft Workspace applications, including Microsoft Teams, Outlook, Word, Excel, PowerPoint, etc.
 

● Successful internal candidates will have spent one year or more on their current team.
 

● High School Diploma or GED preferred.
 

Other Conditions

● Management will review the Job Analysis for this position prior to a job offer.

Required Documents

●      Cover Letter

●      Resume

●      Last two performance reviews

●      Attendance records for current year (Do not include absences covered by paid sick/personal time,
       FMLA or other protected absences.)
 
 

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