IT Service Desk Technician I

1 month ago

De Pere, United States Festival Foods Full time
Location : Name Green Bay Support Office Company Overview ABOUT FESTIVAL FOODS: We are a Wisconsin family- and employee-owned grocer that is committed to giving back to the communities it serves and providing guests with exceptional service and value. We operate +40 full-service supermarkets across the state of Wisconsin.

At Festival, people are at the top of our list. You’ll see it in everything from our daily interactions to how we treat our guests – even in our extensive associate benefits and programs.

Job Summary

Job Title:             Information Technology Service Desk Technician I

FLSA Status:       Salary

Reports To:         IT Service Desk & Operations Manager

The Information Technology Service Desk Technician I provides direct support to all levels of internal personnel and external business partners in both office and store environments. Focus of the position is to provide Level I application and technology support to the organization through extensive customer service and expertise.  The Level 1 Information Technology Service Desk Professional I is a key component of the team supporting and providing first level maintenance to Festival Foods’ desktop computing environment. This includes installing, diagnosing, repairing, maintaining, upgrading, and documenting all PC related issues to ensure optimal equipment performance. The Information Technology Service Desk Professional I shall be responsible for troubleshooting problem areas and engaging in root cause problem solving in a timely, accurate, and professional manner by providing in person technical support or remote support by phone, IM, or share desktop conferencing. The ideal candidate would be self-motivated with the ability to independently prioritize and execute tasks in a fast pace environment while maintaining a positive attitude.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Support company technology (hardware, software, and training) for all levels, departments, and locations.  This will include onsite support during normal business hours and non-business hours.
  • Must be able to perform remote troubleshooting and provide clear instructions
  • Manage the user experience with technology using strong customer service skills with a focus on enhancing the user experience
  • Coordinate with vendor partners for support on existing and future technology solutions
  • Basic networking skills are required for troubleshooting issues
  • Software support of various applications and systems in use by the organization
  • Provide an exceptional customer experience
  • Take incoming requests to the IT Service Desk by working tickets based on priority and providing immediate support as required
  • Must be willing to visit GBSO or OSO as needed for process improvement training sessions
  • Maintain inventory of all equipment
  • Manage PC setup and deployment for new associates using standard hardware, images and software
  • Follow standard Service Desk procedures and department policies
  • Adhere to the department performance metrics/KPI’s (key performance indicators)
  • Utilize Information Technology tools and resources
  • Must be able to be available for extended support hours, come in early or stay late and travel to store locations, as needed
  • Must be able to work selected holidays to provide IT necessary support coverage
  • Must participate in the IT on call rotation and adhere to the on call policy, which includes traveling to support all Festival Foods locations, as required with little to no notice based on severity level of incident
  • Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences
  • Other duties as assigned

QUALIFICATIONS

  • 0-1 years of IT Help Desk and/or IT Service Desk experience
  • Associate Degree in Networking, PC Support or related field desired
  • Exceptional problem solving skills and analytical skills
  • Effective interpersonal and influencing skills
  • Experience in a professional business environment
  • Excellent verbal, written, and communication skills
  • Process and procedure driven with an good understanding of Service Desk methodology and metrics
  • Strong technical and non-technical customer service skills required
  • Customer oriented positive attitude
  • Excellent oral and written communication skills
  • Continuous learning skills
  • Customer service oriented
  • Problem-solving
  • Adaptability
  • Team interaction
  • Planning and organizing
  • Attention to detail
  • Stress tolerance 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

  • Sitting at a computer 50% of the time
  • Bending, stretching, and occasional lifting of up to 50 lbs. is required
  • Professional presence and proper phone etiquette is required
  • The Service Desk staff is staffed at two separate support offices.  Multiple communication efforts will occur such video conferencing, email or instant messaging.  This position, depending upon home support location, may or may not have direct onsite supervision

WORK SCHEDULE

The Information Technology Service Desk Technician I is a full-time, salaried position scheduled 45 hours per week.  The work schedule will be assigned by the IT Service Desk & Operations Manager.  The hours of operation for this position are subject to change based on the business needs.  This position will participate in the on call rotation schedule.

Benefits Overview WHY YOU'LL LOVE IT HERE: Associate Discount: Enjoy an industry-leading 15% off your grocery purchases for you and your immediate household. Weekly Pay & Premium Pay: Hourly associates are paid weekly, providing more frequent access to their funds. Part-time store associates are paid a $1 premium per hour on Sundays and select holidays. Hourly full-time store associates receive time and a half on Sundays and select holidays. Two-Week Advanced Scheduling: Better Planning. Better Balance. We provide our associates with their schedules two weeks in advance, offering greater predictability & flexibility. Vision & Dental Insurance: Part-time and full-time associates are eligible for vision insurance and two dental coverage options that are designed to fit your needs. Support: Our associates receive support for their total well-being; including 3 weeks of paid parental leave, a fitness reimbursement program offering savings off of fitness membership fees; our EAP (Employee Assistance Program) and LEAPCare Care Coaches, which provide associates confidential care related to hospital visitation, conflict resolution, stress management, marriage or divorce, family issues and depression or anxiety. Save for Your Future: Offering both a 401(k) and Employee Stock Ownership Plan, we’re proud to support our associates in planning for retirement by offering two retirement savings plans. The 401(k) plan empowers associates to save a portion of their paychecks for retirement. Festival Foods has an annual discretionary match to help our associates reach their savings goals. Our ESOP is a retirement plan above and beyond a 401(k) plan that gives associates “free” ownership in the company and an opportunity to share in Festival’s growth and success. Associates are given shares based on their years of service and earnings. At Festival Foods we are committed to providing an environment of mutual respect where equal employment opportunities are available to all. We are dedicated to building a top-notch team of skilled, experienced and service-oriented associates who represent a variety of backgrounds, perspectives, and talents. Festival Foods believes that diversity and inclusion among our teammates, products, and our community strengthen our ability to serve our guests, as we seek to recruit, develop and retain the most talented people. Address 1724 Lawrence Drive City De Pere State WI Postal Code 54115

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