Desktop Technician

Job Description
Currently we are searching for a Desktop Technician to join our IT department in Potomac, MD. The Desktop Technician's primary responsibility is user support and customer service for the internal customers at the Store Support Center along with the setup, imaging and deployment/upgrade of desktop computers. The Desktop Technician will be assisting the Infrastructure team in the configuration and deployment of new assets at the Store Support Center and in some retail locations; assist our internal customers with general IT issues; answer phones, create/update Altiris cases, respond to email, and track detailed information about each customer's service needs in the on-line Altiris contact tracking database; answer staff questions or direct them to the correct resource in person, via phone, and via email on all company supported applications; properly document issues and associated resolution of problems for future reference; problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers' problems have been brought to a satisfactory resolution. This is an excellent opportunity to build your career and work with a highly talented team that delivers exceptional support to their field and corporate business partners.

We strive for excellence, which ensures our commitment to selection service and value for both our customers and employees. It is our people, more than anything else, that make Total Wine & More a great company. We employ more than 1,900 professionals in our 78 stores at year end and corporate office who have an instinctive drive and passion for our business.

Essential Functions

Configuration and testing of computers and network in preparation for delivery and final installation
Installation and support of desktops and notebooks in the TWM enterprise.
Provide technical assistance to desktop and notebook users at the Store Support Center
Maintain equipment inventory and documentation
Support Total Wine & More Proprietary Systems and Applications
PC and printer troubleshooting
Testing of new applications
Weekly review of log files for preventative maintenance and troubleshooting
Assist in the development and implementation of IT training programs for management and store personnel
Participate in multiple technology and business projects
Provide computer/network orientation to new company staff.

3 + years experience with PC setup, installation and troubleshooting
Bachelor Degree in Info. Systems or related field desirable
Minimal MCP, or A+, or Network+, or comparable IT certification.
Certification may be waived with more than 2 years of direct IT Helpdesk experience or 3+ years of IT related college credits combined with 1+ years of customer service experience, or 1+ years of POS system support experience.
Basic understanding of Active Directory environment and functioning.
Excellent analytical and problem solving skills
Retail/consumer products industry experience is desirable
Windows XP and 2000 operation, installation, and troubleshooting
Windows Vista is desirable
Proficient working knowledge of all Microsoft Office products (2003/2007/2010)
Network infrastructure and TCP/IP
Hardware/software installation, upgrades and troubleshooting
Ability to work independently.
Some flexibility in shifts and occasional weekend availability. Weekend availability is mandatory during the fall and holiday seasons.
Ability to communicate technical issues with non-technical people

Total Wine & More's benefits take care of the people who take care of our company. We know that our people are our greatest asset. To show our commitment, we offer the following competitive benefits to all Full time employees:

Health & Dental insurance
401(k) savings plan with matching company contributions
Generous paid-time off program
Merchandise discount between 10-30%
Flexible spending accounts for medical/dependent care expenses
Drug Free Workplace

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