The primary purpose of this position is to troubleshoot, install, maintain and support store computer systems and electronic equipment so as to maximize the ability of store operations to properly service customers. The incumbent is also required to perform all tasks in observance of Rite Aid’s brand and strategy and adhere to our core values and service attributes.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The associate is responsible for the functions below, in addition to other duties as assigned:
Troubleshoot and install store computer systems and electronic equipment within the designated geographical area, as well as other geographical areas when required, as dispatched via the Retail Automated Customer Service (RACS) system, to include: travel to and between stores, logging, updating and closing service tickets, and resolving hardware and software issues within stated Service Level Agreements (SLAs). Systems include but are not limited to: front end, pharmacy, photo, security, and network applications
Maintain a sufficient inventory of replacement and spare parts for adequate service of store and field equipment, to resolve hardware issues quickly and maximize the ability for stores to service their customers. Inventory and maintain the accuracy of the computer assets in designated stores and spare parts stock via the asset tracking system, to satisfy the requirements of the auditing department. This also minimizes the duration of the impact to stores in support of our external customers
Schedule and complete preventative maintenance on computer systems and peripherals, reducing equipment downtime for store operations and mean time between failures (MTBF). Preventative maintenance will reduce future failure of devices which can negatively impact the Company's bottom line.
Assemble, install, test and ensure the reliability of front end and pharmacy computer systems and electronic equipment for new, relocated, acquired, and remodelled store and field office locations, to maximize customer service during and after such activities
Perform administrative and maintenance functions, including but not limited to, email and phone communication, expense reimbursement reports, and regular vehicle maintenance service
Interact with Field Systems Support to improve the level of service to stores; interact with store associates to provide guidance and training, enhancing their understanding of store software and hardware. This interaction will positively impact teaming for future joint activities and assist store personnel in reacting correctly to future computer related issues