Technician VI-ISD

Technician VI-ISD

What you'll do

Delivers continuous improvement of the field technician services and processes by evaluating reports to identify trends and areas of improvement;
reviewing continuous improvement recommendations; ensuring root causes are identified; partnering directly with business and vendor partners to
resolve issues and improve systems and reporting tools; ensuring knowledge management tools are updated; developing team members; and
implementing business improvements.

Manages and resolves critical Customer incidents, requests, and escalations received through various communications (for example, phone calls,
email, system software, walk-ups) independently by identifying incident and business partner needs; monitoring team and area service level queues;
assisting in issue resolution based on urgency of incident, request, or escalation; assigning, delivering, installing, or enabling assets (for example,
hardware, equipment, software, media, coordinating delivery of new equipment) upon approved request; validating business partner and system
issues and resolutions; partnering with business and vendor partners to resolve incidents, requests, and escalations; and closing requests or problem
tickets upon completion.

Troubleshoots and resolves complex issues (for example Server and Storage Capacity issues) by gathering needed information and formulating an
action plan; running existing and new scripts and commands to resolve issues; interpreting the results to determine further action; utilizing online
documentation, personal experience, and knowledge to troubleshoot issues; providing recommendations to team to speed resolution; and engaging
support teams (for example, contractor teams, vendor partners) as needed to assist in the resolution of issues.

Develops and recommends business solutions to support organizational strategy by providing technical, business impact and business process
subject matter expertise to internal and external partners regarding business initiatives; identifying how to troubleshoot and resolve potential issues
surrounding new business initiatives; assisting in the preparation (for example, how to troubleshoot new technology, how to fix application) of
technicians for new applications and project rollouts; participating in focus rooms during Corporate Impacting incidents; and making recommendations
to leadership.

Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy;
and applying these in executing business processes and practices.

Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other
business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and
recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.

Preferred Qualifications

Associate's degree in information technology or related field.
3 years’ experience in information technology or related field.
2 years’ experience with information technology systems (for example, hardware, software) for stores, distribution centers, and mainframes.
2 years’ advanced experience with Excel (for example, creating macros, developing formulas, using pivot tables).
1 year’s experience using basic word processing and email software (for example, Word, Outlook).
1 year’s experience conducting problem or incident management.
1 year’s experience working at an information technology call center or service help desk.
1 year’s experience in project management.
Professional information technology certification (for example, A+, Cisco Certified Network Associate (CCNA), Parallel Sysplex).
Walmart Associate
"I feel like my manager wants to help me become a better developer and a better person overall."
— Roel, Program Analyst

Hello, NW Arkansas

With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum—NWA has something for everyone.

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All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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