Technical Support Specialist

Innovation, quality and an appreciation of the outdoors: The passions of our founder, Eddie Bauer, remain the cornerstone of the Eddie Bauer business today. In conjunction with innovative design and exceptional customer service, Eddie Bauer offers premium-quality clothing, accessories and gear for men and women that complement today's modern outdoor lifestyle.

The Technical Support Specialist provides first level support, analysis and troubleshooting for technical problems related to operations, service management, desktop, and stores. In addition to troubleshooting, this position will provide technical, administrative and documentation support to project teams and senior technical staff.

* Providing level 1 technical support, analysis, and trouble shooting of operations, service management, desktop and store support * Solving technical problems of moderate complexity for level 1 support * Providing documentation for daily activities and project assignments * Ensuring communications to appropriate IT and business contacts * Performing escalation procedures within established guidelines * Participating in and providing support to disaster recovery processes * Communicating with support teams and vendors to resolve hardware and software problems * Monitoring systems performance to ensure effective and efficient operation * Ensuring the proper processing and communication procedures for all incident and problem management issues in the area of Service Management (Problem/Change) * Installing, configuring, and maintaining desktop and laptop computers and peripheral equipment such as printers * Performing software installations and deploying patch updates to the desktop environment * Providing store support ensuring POS hardware, network connectivity and systems are operating effectively and efficiently * Performing other administrative duties as assigned

* 1-3 years’ in a technical support and analysis role with multiple technical environments; retail systems experience preferred * Experience with system troubleshooting and systems documentation * Practical experience applying the use of technical and desktop tools including diagnostic, change and problem management, Microsoft Office and other products * Knowledge of basic hardware/software installation, configuration, and capabilities * Strong knowledge of IT processes and their application to the support workloads * Excellent verbal and written communications skills * Ability to prioritize and perform assignments based on schedules and requests * Bachelor’s degree or technical training certification