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Field Computer Technician 2 in Canton, OH at Rite Aid

Date Posted: 2/18/2019

Job Snapshot

Job Description

Job Description SUMMARY

The primary purpose of this position is to troubleshoot, install, maintain and support store computer systems and electronic equipment so as to maximize the ability of store operations to properly service customers. Mentor new Field Technicians, installing, piloting and evaluating new technologies to test the viability of future initiatives, assisting in the resolution of chronic store issues to eliminate lingering computer issues in the stores, and assisting his supervisor as a point of contact for escalated store issues. These additional responsibilities ensure that technological initiatives implemented in the stores perform as designed for the benefit of store associates as well as external customers, and that store issues that are of high impact to customer service are addressed in an expedient manner. The incumbent is also required to perform all tasks in observance of Rite Aid’s brand and strategy and adhere to our core values and service attributes. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

The associate is responsible for the functions below, in addition to other duties as assigned:

  • Troubleshoot and install store computer systems and electronic equipment within the designated geographical area, as well as other geographical areas when required, as dispatched via the Retail Automated Customer Service (RACS) system, to include: travel to and between stores, logging, updating and closing service tickets, and resolving hardware and software issues within stated Service Level Agreements (SLAs). Systems include but are not limited to: front end, pharmacy, photo, security, and network applications.  Maintain a sufficient inventory of replacement and spare parts for adequate service of store and field equipment, to resolve hardware issues quickly and maximize the ability for stores to service their customers. Inventory and maintain the accuracy of  the computer assets in designated stores and spare parts stock via the asset tracking system, to satisfy the requirements of the auditing department). This also minimizes the duration of the impact to stores in support of our external customers. Schedule and complete preventative maintenance on computer systems and peripherals, reducing equipment downtime for store operations and mean time between failures (MTBF). These duties are also listed as requirements for the Field Technician 1 job description

  • Mentoring field technician trainees, including, but not limited to: providing technical assistance as needed, instructing the trainee on where resources can be located to promote working autonomously, teaming with the trainee to solve technical and administrative issues, and providing reports to the supervisor on the progress of the trainee. These responsibilities serve to accelerate the training curve of the trainee and provide an independent, knowledgeable and experienced field technician to solve store and remote office related issues in a minimal amount of  time, to benefit the ability of the stores to service our external customers
  • Perform administrative and maintenance functions, including but not limited to, email and phone communication, expense reimbursement reports, and regular vehicle maintenance service
  • Assemble, install, test and ensure the reliability of front end and pharmacy computer systems and electronic equipment for new, relocated, acquired, and remodeled store and field office locations, to maximize customer service during and after such activities
  • Interact with Field Systems Support to improve the level of service to stores; interact with store associates to provide guidance and training, enhancing their understanding of store software and hardware
  • Attend pre-construction meetings in their area or neighboring areas and complete the appropriate form
Experience / Requirements
  • Two (2) years' of experience in computer installation required
  • Two (2) years' of experience in troubleshooting computer hardware and software required
Education
  • H.S. Diploma or General Education Degree (GED) required.
  • One Year Certificate from College or Tech School   Computer Technology preferred.
  • Associate’s Degree (AA)   Computer Technology preferred.
  • Or equivalent combination of education and experience

* The above information represents a summary of the functions and requirements of this position. Additional details are available on the full job description.