IT Support Technician I

At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world!

Working with general supervision, the Service Desk Support Technician I is responsible for addressing technical support incidents and requests from internal customers. This position interacts with the Service Desk Support Lead several times a week, perhaps daily, to receive guidance and feedback. Non-routine activities will require manager’s advanced approval.

This role is onsite in Grapevine, TX 5 days a week.

ROLES AND RESPONSIBILITIES

• Communicate directly with internal customers via phone, chat and email
• Identify and diagnose issues and problems
• Perform daily management, monitoring and administration of ticket queues
• Monitor tickets from start to resolution
• Execute access provisioning and deprovisioning processes
• Collaborate with team members across our IT Department

REQUIRED SKILLS AND EXPERIENCE

• Excellent customer service skills
• 2 years of relevant IT Support experience
• ITSM tool experience for ticket tracking and knowledge management
• Be willing to learn and career growth focused

PREFERRED SKILLS AND EXPERIENCE

• Experience in a call center or IT Help Desk
• Experience in retail
• Experience with executive support