Help Desk Analyst I

At Brookshire Grocery Company (BGC), we're not just about business—we're about building a community where you can thrive. Based in Tyler, Texas, BGC is home to five unique banners—Brookshire's Grocery Company, Super 1 Foods, Spring Market, Fresh by Brookshire's, and Reasor's—operating over 215 + stores across Texas, Louisiana, Arkansas, and Oklahoma.

We're all about creating a workplace where you can thrive. At BGC, you matter, your contributions are celebrated, and your future is unlimited. Whether you're launching your career or ready to level up, you'll find a supportive team, endless growth opportunities, and a chance to make an impact.

Here's what sets us apart:

• Wellness that works for you: Comprehensive medical, vision, dental, and prescription coverage.
• Flexibility and freedom: Paid time off to relax, recharge, and enjoy life.
• Ownership that empowers: 401(k) plan to help you build a solid future that the Company contributes to.
• Savings for your lifestyle: Exclusive employee discounts on the things you need most.
• Investing in your dreams: Scholarships and educational support to fuel your growth.
• Adventure awaits: Access to a 205-acre outdoor recreation area for unwinding, connecting, and having fun.

When you join BGC, you're not just starting a job—you're becoming part of something bigger. We're here to support your goals, inspire your journey, and celebrate your wins.

Job Summary:

Works with partners to examine and resolve software and hardware related problems. Tracks and maintains service requests in a database; monitors ongoing issues and works with upper management to resolve these issues.

Essential Duties and Responsibilities:

• Assists partners experiencing technical problems with hardware and software systems by answering service requests through various forms of communication.
• Gathers information from partners about issues and guides them through procedures to determine source of error and works to find a resolution.
• Responsible for researching routine user problems and working to find a resolution. Works with upper management to confirm resolution before communicating back to partners.
• Logs and tracks calls using a problem management database.
• Communicates with hardware vendors to request services related to defective products.

Knowledge, Skills, and Abilities:

• Basic knowledge of supported software and hardware solutions.
• Basic knowledge of SAP reporting and transactional applications.
• Basic knowledge of Microsoft Office applications including Excel, Word, Outlook, and PowerPoint.
• Basic mathematical skills.
• Ability to work on-call and flexible schedules including nights, weekends, and holidays required.
• Ability to comprehend and interpret information.
• Ability to prepare reports and business correspondence.
• Ability to research information, establish facts, and draw valid conclusions.
• Ability to learn new technology systems, methods, and processes.
• Ability to reason, form concepts and recognize and solve problems.
• Ability to analyze complex information.
• Ability to show information in presentation or diagram form.
• Ability to communicate effectively in written and verbal form.
• Ability to maintain confidentiality regarding sensitive information.
• Ability to work in a fast-paced production environment.
• Ability to maintain a high level of accuracy and productivity.
• Must be attentive to potential hazards and remedy or place appropriate warning signs or devices around or near the hazard as soon as is reasonably possible.
• Must report any potential hazards that cannot be immediately remedied to a supervisor.

Education, Experience and Qualifications:

• Associate degree and six or more months of related experience; or an equivalent combination of experience and/or higher education required.
• Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.

Physical Demands:

• Continuously required to use close vision, distance vision, depth perception or the ability to focus.
• Continuously required to use hands for reaching, or handling.
• Continuously required to use fine finger movements (ex. sorting and typing).
• Continuously required to sit for long periods of time.
• Frequently required to talk and hear.
• Attendance at work is required.

Work Context and Environment:

• Work is generally performed in an office environment.
• Quiet to moderate noise level.

Ready to find your place? BGC is "A Career Where You Belong." 

Brookshire Grocery Company strives to provide a safe, drug  and alcohol-free environment for its partners and customers. The Company is an Equal Opportunity Employer and makes employment decisions without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age , disability, genetic information or military status and any other trait protected by law.