Technician I, Service Desk

About the Role

Total Wine & More is seeking a Service Desk Technician to join our Technology team onsite in our Bethesda, MD office. In this role, you will provide frontline IT support to store and corporate staff, focusing on incident management and request fulfillment in a fast-paced retail environment. You'll handle both structured tasks and situations that require adaptability and problem-solving, with guidance from peers and leaders as you develop core technical and customer service skills. Most support is delivered remotely, requiring strong communication and effective troubleshooting without direct access to devices. You will assess service requests, perform initial analysis, document issues accurately, and collaborate with team members to maintain reliable operations. This position requires flexibility and participation in a rotating schedule, including early mornings, evenings, and weekends to ensure continuous support for our business. You will report to the Director, Workplace Solutions.

You will

• Analyze and prioritize incoming incidents and service requests via phone and Jira Service Management, ensuring accurate triage, timely resolution, and thorough documentation of all work performed
• Collaborate with Technician II team members, Technology functions, and business partners across the organization to keep all relevant stakeholders informed of incident progress, escalate issues when necessary, and maintain clear, consistent communication with customers
• Ensure proactive updates to customers and business partners on progress, meeting SLAs and emphasizing timely follow-up and resolution
• Evaluate and maintain support documentation, files, and records for incident management and request fulfillment, ensuring accuracy and accessibility
• Collaborate on routine reporting, vendor escalations, and assist in identifying opportunities to improve service desk efficiency and customer experience

You will come with

• High School Diploma or equivalent required
• Bachelor’s Degree in Information Systems or related field is desirable
• Less than 1-year minimal experience required; recent graduates with the right behavioral and talent traits will be considered
• 1-4 years 2 years of customer service-based IT support is preferred
• Basic knowledge of IT support and customer service principles
• Working knowledge of Active Directory, networking concepts, and cloud applications is beneficial
• Proficient in Windows, MacOS, and Office 365
• Ability to troubleshoot hardware and software issues
• Strong organizational skills, attention to detail, and quality decision-making
• Ability to communicate technical issues with non-technical people
• Ability to work independently and within a team
• Ability to maintain positive relationships with internal and external team members
• Ability to use support tools to speed up problem-solving and improve productivity
• Emphasis on accuracy, reliability, and task completion
• Ability to lift up to 65 pounds and walk/stand for long periods of time
• MS-900 Microsoft 365 Certified Fundamentals within 1 Year Preferred and
• Information Technology Infrastructure Library (ITIL) ITIL v4 within 1 Year Preferred
• HDI-SCA – Help Desk Support Center Analyst Certification within 1 Year Preferred

We offer

• 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! 

Grow with us

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.