Technician V-ISD

Position Description
Contributes to the continuous improvement of the field technician services and processes by preparing reports, including ad hoc reports, to monitor
and identify trends; evaluating reports to identify trends in incidents, requests, and escalations as well as changing business needs; evaluating reports
to identify opportunities to improve systems and reporting tools; identifying, sharing, and applying best practices across the department; developing
team members; providing analysis and recommendations to senior management to resolve issues; 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) by identifying incident and business partner needs; monitoring team and area service level queues; assigning,
delivering, installing, or enabling assets (for example, hardware, equipment, software, media, coordinating delivery of new equipment) upon approved
request; categorizing urgency of incidents, requests, and escalations; validating business partner and system issues and resolutions; creating and
modifying templates; assigning requests to other teams and escalating as needed; 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; and engaging support teams (for example, contractor teams, vendor
partners) as needed to assist in the resolution of issues.
Recommends business solutions to support organizational strategy by providing technical 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.
Additional Preferred Qualifications
Associate's degree in information technology or related field.
2 years' experience in information technology or related field.
1 year's experience using basic word processing and email software (for example, Word, Outlook).
1 year's experience speaking a second language (for example, Spanish).
1 year's experience conducting problem or incident management.
1 year's experience with information technology systems (for example, hardware, software) for stores, distribution centers, and mainframes.
1 year's experience working at a call center or service help desk.
Employment Type:
Full Time
Position Type:
Req ID:
Company Summary
Wal-Mart Stores, Inc. (NYSE: WMT) serves customers and members more than 208 million times per week at more than 8,600 retail units under 59 different banners in 15 countries. With fiscal year 2010 sales of $405 billion, Wal-Mart employs more than 2 million associates worldwide.

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