Help Desk Technician

WinCo Foods • BOISE, ID, US • 5d ago

About Us

Join us at WinCo Foods, where we're more than just a grocery retailer - we're a growing family of over 140 supermarkets in 10 states with over 22,000 employee owners. Our purpose is to make the lives our customers and employee owners better by offering the lowest possible prices to feed their families. Currently, WinCo is the second largest Employee-Owned company in the United States. With more than 500 millionaire employee-owners in our Employee Stock Ownership Plan (ESOP). Our benefits, including top-tier medical plans and tuition support set us apart. In your role, you'll be instrumental in making a real impact in the communities we serve, embodying our purpose every day.

Overview

Job Summary

Work with current personnel to learn skills necessary to provide IT related customer support for store, warehouse and the general office employees. Participates in on the job training to develop the necessary skills to operate and troubleshoot software, systems and computer equipment in a corporate Windows and AS400 environment. Consistently provide friendly and engaging customer service to internal and external customers. Perform related work.

Typical Duties and Responsibilities

Maintains an atmosphere of friendly, enthusiastic customer service with an emphasis of taking care of the customer.
Participates in on the job training as necessary to perform Help Desk Technician duties.
Answer calls and emails regarding incidents, requests or information from WinCo Foods users.
Create tickets documenting type of call and issue.
Courteously ascertains reason for the call and determines whether issue can be immediately resolved or escalated to other groups.
Evaluates each call to determine nature and whether related to hardware, software, applications, systems, desktops, peripheral devices, etc.
Determines if assistance by the IT Help Desk, internal IT staff or external Vendors are appropriate and ensures escalation to appropriate group or Vendor.
Uses remote desktop software to resolve issues, performs installations or demonstrates solutions to users or help users identify issues.
Resolves as many user-reported problems as expertise permits using available tools, and following procedures and policies for the handling of incidents at a Tier 1 or Tier 2 level.
Works with customers over the phone to provide step-by-step or detailed instructions on resolving the problem which may include modifying current programs, upgrading software versions and service packs, evaluating controls and security, new changes required.
Acts as a liaison between customers and internal IT support staff to assure accurate problem interpretation; maintains communications with customers during the problem resolution process if necessary.
Develops troubleshooting skills by using effective investigative methods and available troubleshooting tools.
Ensures all necessary information is accurately entered and tracked.
Completes required Help Desk training to enhance and improve support.

Requirements

Education:

Associates degree from an accredited university or technical institution OR an equivalent combination of education, training and/or experience in addition to experience listed below.

Experience:

At least three (3) years working fulltime in a Corporate IT environment.
At least five (5) years using Windows Desktop, Microsoft Office Suite including MS Outlook, Word and Excel, and using AS400 applications.

Ability to:

Consistently provide friendly and engaging customer service to internal and external customers.
Work in 8-12 hour shifts with some supervision, with open availability including various shifts as scheduled, to include evenings, nights, weekends and holidays.
Demonstrate initiative and self-direction.
Work effectively in a team oriented corporate environment.
Perform all tasks efficiently and accurately with confidentiality, honesty and integrity.
Sit for extended periods of time.
Perform other duties as assigned or needed.

Preferred Education, Experience and/or Credentials:

At least two (2) years supporting and troubleshooting computers, systems and software in a corporate Help Desk environment.
Operating and supporting Windows 7, Networking, Microsoft Office Suite, Microsoft Exchange and Active Directory.
Relevant IT industry recognized technical certifications (ITIL, Microsoft, CompTIA, etc.).
Experience in a corporate Help Desk environment supporting a retail environment.

The above statements are intended to describe the general nature of work performed by the employees assigned to this job. All employees must comply with Company policies and applicable laws. The responsibilities, duties and qualifications required of personnel may vary.

EEO/Inclusivity

As WinCo Foods continues to grow, our diversity—from our variety of perspectives and wide range of experiences—is essential to our strategy and success. We are committed to continue to cultivate and celebrate an inclusive environment in which all employees are valued and respected regardless of their race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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