IT Service Desk Technician I - Festival Foods

ABOUT FESTIVAL FOODS:

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.

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.

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