IT Service Center Support

2 weeks ago


Charlotte, United States Coca-Cola Consolidated, Inc. Full time

Our Secret Ingredient is our Teammates.

We offer great rewards, competitive pay, career advancement and growth opportunities.

Full Time Teammates are also eligible for:

  • Paid Training
  • Paid Time Off plus paid holidays
  • 401(k) with Company matching on a dollar-for-dollar basis
  • Employee Stock Purchase Plan (ESPP)
  • Group Health Insurance – Medical, Dental, Vision & Disability
  • Basic and Supplemental Life Insurance
Job Overview

The IT Service Center Support has frequent contact with Coke Consolidated business partners, employees, customers, peers, and all levels of management. Our Service Center Support Technicians joyfully respond to needs with an eagerness to serve. The technician provides quality telephone support for IT hardware and software-related issues, ensuring high customer satisfaction. Responsible for researching, resolving, and responding to complex questions following current high standards. The IT Service Center Support should have advanced computer troubleshooting skills and a deeper understanding of Coke Consolidated’s processes.

Duties & Responsibilities
  • Assists teammates telephonically, electronically, and in-person on support requests, including diagnostic support for software functionality, troubleshooting, and daily network operations, demonstrating high customer service.
  • Observes problem trends to report on frequent issues and documents solutions to assist teammates with timely resolutions.
  • Initiates and follows up with ServiceNow tickets for teammate issues and concerns.
  • Escalates complex problems to the next tier of support or the appropriate Center of Excellence.
  • Assists teammates with the use of the self-service portal and knowledge base.
  • May perform other duties as assigned.
Knowledge, Skills, & Abilities
  • Positive attitude and a servant’s heart, providing a single point of contact for all IT issues.
  • Eagerness to learn as systems and processes change.
  • Personal pride and dedication to full ownership of the role.
  • Insight and suggestions for improving Helpdesk and Support functions.
  • Flexibility to work shifts in the 24/7 Service Center.
  • Advanced technical knowledge to troubleshoot issues.
  • Ability to help Support Technician 1 employees improve their knowledge.
Minimum Qualifications
  • High school diploma or GED.
  • 1-2+ years of work experience.
Preferred Qualifications
  • Proficient in ServiceNow.
  • Previous IT help desk, service center, or technical support experience.
Work Environment

Office Environment

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.



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