IT Operations Support Level 1

Job description

Overview The IT Operations Support Specialist (Level 1) provides frontline technical support for Cavender’s retail stores, distribution centers, and corporate users. This role serves as the first point of contact for IT support requests and focuses on incident intake, scripted troubleshooting, and resolution of common technical issues. Level 1 support follows established procedures and knowledge base documentation to restore service quickly while delivering excellent customer service. Incidents requiring advanced troubleshooting, cross-system analysis, infrastructure investigation, or configuration changes are escalated to Level 2 or Level 3 support teams. Duties and Responsibilities: - Support the “Cavender’s Culture” and drive the Mission, Vision and Values - Serve as the first point of contact for IT support requests from stores, corporate offices, and distribution centers - Log and manage incidents and service requests using the ServiceNow ITSM platform - Perform scripted troubleshooting using established procedures and knowledge base documentation - Resolve common technical issues related to Microsoft 365 applications including Outlook, Teams, and SharePoint - Support password...