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Sr. IT Service & Support Specialist

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Lidl US is seeking a Senior Service & Support Specialist to join our IT Service Desk team. The role is responsible for resolving and escalating tickets, researching and implementing new systems / efficiencies to improve ways of working, creating training documents and provide training and support to end users.

What You’ll Do

  • Provide 2nd level support for users in the organization in order to swiftly rectify incidents and problems of IT systems
  • Direct escalation tickets to their proper groups and make sure those tickets are handled within the agreed upon SLA’s
  • Ensure high standards of quality, stability and consistency of the IT system environment according to our IT procedures, policies and international guidelines
  • Coordinate and communicate IT setup of regional offices and events
  • Create and maintain schedule for day to day operations: on call and walk-up technical support for service desk team
  • Accountable for on-site inventory of all hardware needed for onboarding, daily operations and projects

What You’ll Need

  • High School Diploma or equivalent
  • 4+ years of IT relevant experience
  • Advanced troubleshooting skills in a multi-user high-pressure environment
  • Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
  • Proven skills in PC repair, troubleshooting, deployment, and liquidation
  • Strong troubleshooting skills of very complex systems
  • Excellent written and verbal communication skills
  • Strong analytical skills and problem-solving skills
  • Ability to communicate effectively with a variety of constituent groups including senior management, peers, and outside contacts
  • Ability to explain complex IT concepts in simple terms
  • Ability to prioritize and handle multiple assignments while maintaining commitment to deadlines

What You’ll Receive

At Lidl, we know that in order for our people to do their best, they must be at their best. That’s why as a company, we offer one of the most generous benefits packages in the industry.

All our Lidl employees are eligible to receive the following benefits:

•    Medical | Dental | Vision coverage
•    Paid Holiday & Paid Time Off (PTO) 
•    401k Plan (+ 5% company match and no vesting schedule)
•    And so much more, visit our benefits page for more details and the latest updates

In addition to the great benefits above, our Full-Time employees receive these additional benefits: Group Term Life & AD&D Insurance, Short & Long-Term Disability Insurance, Voluntary Critical Illness and/or Accident Insurance, Parental Leave – 100% pay for birth mothers and non-birth parents, Additional Paid Time-Off  & Sick Time. 


HQ {amount} miles
3500 S Clark Street
Arlington, 22202

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