IT Support Services Representative

Join the Pacsun Community

Co-created in Los Angeles, Pacsun inspires the next generation of youth, building community at the intersection of fashion, music, art and sport. Pacsun is a leading lifestyle brand offering an exclusive collection of the most relevant brands and styles such as adidas, Brandy Melville, Essentials Fear of God, our own brands, and many more.

Our Pacsun community believes in and understands the importance of using our voice, platform, and resources to inspire and bring about positive development. Through our PacCares program, we are committed to our responsibility in using our platform to drive change and take action on the issues important to our community. Join the Pacsun Community.

Learn more here: LinkedIn- Our Community

About the Job:

Provide level one telephone support for Pacsun systems and applications. Responsible for receiving and monitoring End User requests according to operating procedures and agreements. Practice Total Contact Ownership, manage assigned cases including assignments to higher support tiers and ensure service levels are maintained. Provide support during assigned shifts and perform assigned systems and operation checks per operating procedures. Communicate frequently with the Service Desk Manager to apprise of problems in maintaining service levels.

A day in the life, what you’ll be doing:

• Provides Level 1 telephone support with Pacsun systems and applications by:
  • Active listening to provide problem recognition, research, resolution, and documentation.
  • Supports POS, back-office hardware/software, and network related issues for all retail store locations.
  • Operates as the first point of contact for all technical issues opened with the IT Support Services Desk.
  • Attempts to resolve all technical issues before assigning tickets to another area.
  • Provides detailed description of the issue and troubleshooting steps taken before escalating the ticket to another support area/person.
  • Communicates with telecom Providers of reported connectivity outages and making sure the providers deliver on commitments.
  • Will provide occasional in person and remote support to corporate users from unlocking Active Directory Accounts to delivering and installing replacement keyboards, mice, or other low-level plug n play hardware.
• Ensures service levels are maintained by:
  • Endeavors to close all tickets within 5 days after initial opening.
  • Alerting IT Support Services Supervisor on tickets exceeding 5 days and why.
  • Checking personal ticket queue daily for
    • Updates
    • Store/End User Follow-up Requests
    • Ticket Re-assignments
    • Questions from escalated resources
    • Tickets exceeding 5-day closure time.
    • Hardware shipment updates and follow-up
  • Proactively keeps end users notified of progress, no less than once every 2 days on open tickets.
  • Actively monitors the IT Support queue between calls and takes on unassigned tickets.

What it takes to Join:

• Must have working knowledge of hardware, software, and network components and troubleshooting.
• Understand the various levels within the IT organization in order to assign incidents to the correct team and escalate issues as appropriately.
• A minimum of 6 mos. experience in an IT Help Desk/Service Desk environment supporting end users remotely with:
  • Supporting any type of POS systems.
  • Windows and Mac OS
  • Microsoft Office applications
  • Experience with TCPIP, DNS, DHCP, WINS and network related protocols.
  • VPN client configuration and troubleshooting
  • Microsoft Exchange/Outlook or Office 365
  • Configuring peripheral devices remotely on client’s workstations.
  • Internet browser and HTML, internet/intranet support issues
  • Microsoft Excel, PowerPoint, and Adobe Acrobat applications
  • Remote control tools
• Ability to communicate calmly, patiently, and in a professional manner with all end users types at all levels of the organization through effective oral and written communication skills.
• Experience with a Ticket Tracking Management Systems, ServiceNow would be a plus.
• Flexible working schedule with the ability to work during non-business hours.
• A+ Certification is a plus but not required
• Shift Availability - Anytime Sunday through Saturday (5:00 am to 10:00 pm)
• Schedule Flexibility and/or Overtime is expected and required during peak call periods and team absences.

Hourly Salary Range: $22.42 - $25.46

Pac Perks:

• Dog friendly office environment
• On-site Cafe
• On-site Gym
• $1,000 referral incentive program
• Generous associate discount of 30-50% off merchandise online and in-stores
• Competitive long term and short-term incentive program
• Immediate 100% vested 401K contributions and employer match
• Calm Premium access for all employees
• Employee perks throughout the year

Physical Requirements:

The physical demands described here are representative of those that are required by an associate to successfully perform the essential functions of this job. 

• While performing the duties of this job, the associate is regularly required to talk or hear. The associate is frequently required to sit; stand; walk; use hands to finger, handle or feel; as well as reach with hands and arms.
• Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.
• Ability to work in open environment with fluctuating temperatures and standard lighting.
• Ability to work on computer and mobile phone for multiple hours; with frequent interruptions.
• Required to travel in elevator or stairwells to attend meetings and engage with associates on multiple floors throughout building.
• Hotel, Airplane, and Car Travel may be required.

Position Type/Expected Hours of Work:

This is a full-time position. As a National Retailer, occasional evening and/or weekend work may be required during periods of high volume. This role operates in a professional office environment and routinely uses standard office equipment.

Other Considerations:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the associate for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to qualified individuals with disabilities to enable them to perform the essential functions of the role.