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Home Depot

Winter Haven, FL
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Job Details

PRODUCT SUPPORT SPECIALIST - Winter Haven FL 33880 Skip Navigation
Job Details


FL - Winter Haven

  • Date Posted: Jul 25, 2017
  • Company: The Home Depot
  • Travel: 0-25%
  • Functional Area: Information Technology
  • Position Type: Full-Time
  • Relocation Provided: No

Position Description:

The Technology Field Support Captain will support stores with technical and equipment issues. The Technology Field Support Captain will be capable of supporting 6-12 stores as needed within a 75-100-mile radius on occasion or assigned. The Technology Field Support Captain will monitor and manage the quality of their work while maintaining their schedule as this is a role with high-demand and visibility. The Technology Field Support Captain will represent Technology and The Home Depot in a professional manner and communicate effectively with management, as well as associates at all levels.

Technology Field Support Captain will install computer equipment, train associates on computer equipment and travel to stores in district. The Technology Field Support Captain will identify, research and resolve technical issues at assigned stores. Performing service and repair, installation and other duties scheduled by management team. The Technology Field Support Captain will follow a defined schedule supporting all stores in their assigned District. The Technology Field Support Captain is expected to monitor tickets/tasks/projects through Service Now Portal. The Technology Field Support Captain will monitor and respond to calls, emails and in-person requests for technical support. The Technology Field Support Captain will provide customer service and technical support to Stores on operational or maintenance aspects of their system equipment. 

The Technology Field Support Captain will provide hardware/POS system, PC, printer and peripheral repair/support, including direct interaction with the assigned store(s) to identify issues and provide prompt resolution, diagnose mechanical, hardware, software and systems failures, using established procedures. Determines most ideal repair/resolution to minimize Store downtime. The Technology Field Support Captain will document, track and monitor issues as well as non-issues providing necessary notes/feedback in Service Now ticket/task. IT Field Captain will rely on instruction and/or pre-established guidelines to perform functions of service and makes in-field repair decisions.

25% - Support & Enablement:
Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed

40% - Delivery & Execution:
Has administrative rights; can make change to systems hardware and software
Partners with engineering team to resolve any SCCM Software Center issues
Maintains, upgrades and supports existing systems to ensure operational stability
Applies diagnostic utilities to as needed to complete troubleshooting activities
Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Obtains and maintains license keys and associated software assets
Maintains the PCLS software server which contains manual installation packages
Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
Interacts and builds relationships with site leadership where applicable

10% - Administration & Operations:
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket

25% - Learning:
Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Additional Minimum Qualifications:
Must be legally permitted to work in the United States

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 1 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Preferred Qualifications:

• 3 years’ Home Depot store experience
• Degree in Computer Science or IT Related Field
• Excellent interpersonal skills
• Proven organization skills
• Ability to work in a fast paced, high energy environment
• Expert Microsoft Office skills
• Highly trained and able to provide maintenance and break-fix services for Home Depot’s standard equipment
• Able to work at heights of 20-25ft and operate store lifts
• Able to lift at least 50lbs.
• Must be well versed in data cabling and infrastructure
• Experience in maintaining IT hardware including but not limited to: POS, PC, printers, AP’s, servers, network switches, and handheld devices
• Experienced with AC/DC troubleshooting
• Familiar with Microsoft Windows OC, Cisco OS and Linux/Unix OS
• Able to isolate connectivity issues with CAT 3, 5 and 6 cabling in addition to fiber
• Knowledgeable about and capable of repairing CAT 3, 5 and 6 cables as well as re-terminate fiber
• Familiar with BICSI and NEC Standards
• Familiar with tools used for testing Low Voltage and Electric

Knowledge, Skills, Abilities and Competencies:Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique
needs of different audiences
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Decision Quality: Making good and timely decisions that keep the organization moving forward
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
Manages Conflict: Handling conflict situations effectively, with a minimum of noise
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder
Resourcefulness: Securing and deploying resources effectively and efficiently
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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