Total Wine & More is seeking a Technician II, Service Desk, to join our Workplace Solutions team in our Bethesda, MD office. This role is a key player in creating a seamless, technology-driven experience for both corporate and store teams. You will blend workplace technology support with service desk expertise, ensuring employees have the tools they need to succeed. From deploying and maintaining devices to troubleshooting issues of varying complexity and priority, the Technician II delivers Tier 2 support where the ability to drive results in a fast-paced, dynamic environment is essential. Beyond day-to-day support, this role actively drives projects and strategic initiatives forward, contributing to process improvements and technology enhancements that elevate the end-user experience. Acting as a trusted escalation point, you'll collaborate with Technology teams and business partners across the organization to resolve challenges, optimize workflows, and influence enterprise technology strategies. You will report to the Director, Workplace Solutions.
Flexibility is essential, as you'll participate in a rotational schedule—including early mornings, evenings, and weekends—to keep technology running smoothly across the organization.
Assess incoming incidents and service requests, troubleshooting technical issues across Total Wine's technology stack-including, but not limited to desktops, laptops, printers, mobile devices, point-of-sale (POS) systems, and unified communications
- -to ensure timely resolution
- Resolve escalated technical problems by collaborating with Technician I team members and subject matter experts, maintaining accurate documentation and meeting SLAs
- Develop and maintain standard operating procedures (SOPs) and knowledge resources for hardware, software, and asset management in a hybrid environment, inclusive of technology workflows that support employee onboarding and offboarding to ensure a seamless experience
- Implement process improvements and participate in IT projects that enhance service desk efficiency, optimize resource utilization, and support enterprise technology initiatives
- Assess and contribute to planning and lifecycle management of endpoint devices and IT assets, ensuring timely upgrades and alignment with organizational goals
- High School Diploma or equivalent required
- Bachelor's Degree in Information Systems, Computer Science, or related field is desirable but not required
- 1-4 years’ experience in IT support or customer service-based troubleshooting preferred
- Foundational knowledge of IT support, including troubleshooting hardware, software, and networking issues
- Ability to analyze and evaluate technical problems, collaborating with team members and escalating as needed
- Proficiency in Windows OS, Mac OS, Office 365, and basic enterprise applications
- Strong organizational and communication skills, with an emphasis on building relationships and ensuring timely resolution of issues
- Ability to work on clearly defined tasks with direct supervision, seeking guidance from peers and managers
- Familiarity with incident management processes and support tools (e.g., Jira Service Management)
- Ability to ensure documentation is accurate and processes are followed
- MS-900 Microsoft 365 Certified: Fundamentals within 1 year preferred
- Information Technology Infrastructure Library (ITIL) ITIL v4 within 1 year preferred
- Paid Time Off (PTO)
- Generous store discounts
- Health care plans (medical, prescription, dental, vision)
- 401(k), HSA, FSA, Pre-tax commuter benefits
- Disability & life insurance coverage
- Paid parental leave
- Pet insurance
- Critical illness and accident insurance
- Discounted home and auto insurance
- College tuition assistance
- Career development & product training
- Consumer classes
- & More!
Total Wine & More is the country's largest independent retailer of fine wine, beer and spirits, and we continue to grow our footprint year over year. Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people. We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at https://careers.totalwine.com/!
Total Wine & More considers several factors when establishing compensation. Estimated salaries determined by third parties have not been validated by Total Wine & More. Compensation may vary based on a number of factors including, but not limited to, market location, job-related knowledge, skills and/or experience.
Total Wine & More is an equal opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace.
The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.
