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IT Help Desk Technician Overnight Operations #The Woodlands, Texas #techjobs #ITJobs #The Woodlands, Texas #techjobs #ITJobs

The Woodlands, Texas Conn's, Inc.

on Company Website

IT Help Desk Technician – Overnight Operations

Conn’s, Inc.

The Woodlands, TX

Posted 1 hour ago
on Company Website

IT Help Desk Technician – Overnight Operations

Conn’s History:

Conn’s is a 127-year old consumer goods retailer with over $1 billion in revenue and over 4,000 employees. The company, headquartered in The Woodlands, TX, is publicly-traded (NASDAQ:CONN) and operates more than 110 retail locations in fourteen states. The Company’s products and services offered through its retail sales outlets, distribution and service facilities include furniture and mattresses, home appliances, consumer electronics, home office equipment, repair service agreements, credit insurance, home delivery, product repair service and consumer credit.

Position Summary:

The IT Help Desk Technician, Overnight Operations, will be responsible for standard helpdesk responsibilities, as well as ensuring nightly production runs successfully and all jobs are completed per schedule. Additionally, this position will be responsible for continuous monitoring of data circuits to ensure minimal impact to retail store and distribution center operations. This position requires a high attention to detail and significant interface with vendors and support staff. The ability to communicate effectively within all levels of the organization is imperative for this role.


Responsibilities include, but are not limited to:

– Address and resolve incidents and requests; log all incidents and requests; engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of ability or responsibility
– Monitor nightly production runs and ensure all processing completes on schedule
– Review incoming files and ensure totals are within acceptable limits
– Engage support resources to ensure timely response to system and job issues
– Interface with Fiserv team nightly to ensure successful transmission of files
– Notify appropriate support team of any significant delays or issues to ensure Conn’s internal collections team can prepare alternate plans for Collection Agents prior to start of business
– Create a positive customer support experience and build strong relationships
– Analyze and resolve incidents and requests regarding use of application software or hardware. Log and track incidents and requests from identification through resolution.
– Actively monitor circuit status and escalate outages via Simplify to ensure minimal impact to retail store and distribution center operations
– Other duties as assigned


– Bachelor’s degree in computer science, information technology or other related field preferred
– Minimum of 3-5 years help desk experience
– Significant experience with AS400/IBM I-series operations
– Ability to work a schedule from Sunday – Thursday (9 PM to 6 AM)
– Demonstrated ability and desire to learn corporate, division, and facility-specific applications, technology, and terminology
– Experience supporting financial production processing is highly desirable
– Competency in call center tracking tools – Service Now is preferred
– Ability to exercise good judgement and escalate issues appropriately
– Demonstrates ability to learn customer support processes and techniques
– Excellent customer service skills
– Strong written and verbal communications skills
– Strong analytical skills
– Problem-solving orientation
– Competency in MS Office Suite

Conn’s is PROUD to be an equal opportunity employer.

To apply for this job please visit