Service Desk Technician I

Total Wine & More is hiring a Service Desk Technician to support store and corporate teams as part of its Technology organization. This role serves as frontline IT support, handling incident management and service requests with most assistance delivered remotely, requiring strong troubleshooting and clear communication.

Based in Bethesda, MD (onsite), the position focuses on accurate triage, thorough documentation, and coordination with other technicians and stakeholders, while supporting a rotating schedule that includes early mornings, evenings, and weekends.

Role focus

• Provide frontline IT support to store and corporate staff through incident management and request fulfillment.
• Deliver support primarily through remote troubleshooting, with guidance from peers and leaders as you develop core technical and customer service skills.
• Assess service requests, perform initial analysis, and document issues accurately.
• Collaborate with the Technology team to maintain reliable operations and clear status updates.

Key responsibilities

• Analyze and prioritize incoming incidents and service requests using phone intake and Jira Service Management, ensuring accurate triage, timely resolution, and complete documentation.
• Coordinate with Technician II, Technology functions, and business partners to keep stakeholders informed, escalate when needed, and maintain consistent customer communication.
• Provide proactive updates on progress to customers and business partners, aligning work to SLAs with timely follow-up and resolution.
• Review and maintain support documentation, files, and records used for incident management and request fulfillment, ensuring accuracy and accessibility.
• Support routine reporting and vendor escalations, and collaborate on identifying opportunities to improve service desk efficiency and customer experience.

Schedule and reporting

• Participate in a rotating schedule including early mornings, evenings, and weekends.
• Report to the Manager, Service Desk.

Requirements

• Education: Bachelor's Degree in Information Systems or related field (preferred).
• Experience: Minimum 1 year; recent graduates with the right behavioral and talent traits will be considered.
• Customer service IT support: 1-4 years preferred.
• Basic knowledge of IT support and customer service principles.
• Proficiency in Windows, MacOS, and Office 365.
• Working knowledge of Active Directory, networking concepts, and cloud applications is beneficial.
• Ability to troubleshoot hardware and software issues.
• Ability to work independently and within a team.
• Ability to use support tools to speed problem-solving and improve productivity.
• Strong emphasis on accuracy, reliability, and task completion.
• Ability to lift up to 65 pounds and walk/stand for long periods of time.
• Certifications (preferred): MS-900 Microsoft 365 Certified Fundamentals or AB-900 Microsoft AI Workplace Fundamentals; ITIL v4; HDI-SCA Help Desk Support Center Analyst Certification.

Technologies

• Jira Service Management
• Windows, MacOS
• Office 365, Microsoft 365
• Active Directory
• Cloud applications
• AI Workplace
• ITIL v4
• Help Desk Support Center Analyst (HDI-SCA)

Compensation and employment

• Pay range: USD 16 to 33 per hour (USD 16.00 to 33.99 hourly).
• Worker type: Regular.

Benefits

• Paid Time Off (PTO)
• Generous store discounts
• Health care plans (medical, prescription, dental, vision)
• 401(k), HSA, FSA, pre-tax commuter benefits
• Disability and life insurance coverage
• Paid parental leave
• Pet insurance
• Critical illness and accident insurance
• Discounted home and auto insurance
• College tuition assistance
• Career development and product training
• Consumer classes
• More!