Support Desk Technician (Sunday through Thursday 1pm to 10pm)

US-AZ-Phoenix
Department
Store Support Staff (Corporate/Field Support)
Position Type
Full-Time
Requisition ID
27702

Overview

The Support Desk Technician is a versatile, high profile position responsible for providing hardware, software, and systems support. The position will provide remote assistance for Team Members located at the corporate office, retail stores, warehouse facilities, and various remote field locations. Primary responsibilities for this position include troubleshooting and providing end-user guidance on the functions and features of all systems available to Sprouts Team Members.

Essential Functions

 

  • Provides first level hardware, network, and software support for Team Members located at our retail stores, corporate office, distribution centers, and remote user locations. This includes but is not limited to:
    • Basic Active Directory and Exchange administration.
    • Remote diagnostic and troubleshooting of all MS Office or Windows issues.
    • Anti-virus control and remediation of infected systems.
    • Desktop imaging
    • Hardware support on desktops, laptops, mobile devices, servers, routers, and switches.
    • Disaster Recovery setup
    • Network troubleshooting, including VPN setup and circuit monitoring/management.
    • Onsite support – See below for details
    • Incident management
  • Interprets, evaluates, and resolves complex problems associated with store and corporate systems.
  • Logs and documents all incidents and user contact in a case management system.
  • Answers incoming telephone calls, monitors incident queue, and reviews group email while providing immediate solutions whenever possible.
  • Using defined escalation procedures; logs and escalates problems as appropriate to tier 2 support team.
  • Places service calls to outside vendors; monitor and track the call until issue is resolved.
  • Follows-up with Team Members to make sure their problem/request is resolved.
  • Keeps management and users updated with changes in the status of key systems.
  • Stays informed and current with all procedures for systems and equipment.
  • Provides assistance to various projects.


 

 

Knowledge, Skills, Abilities and Physical Requirements

 

  • 2 year degree or equivalent work experience.
  • 2 Years of experience with troubleshooting network connectivity, must demonstrate solid foundational knowledge of basic routing and switching concepts.
  • Experience working with incident and problem management systems required.
  • 1-2 Years of server and desktop troubleshooting, must demonstrate deep level knowledge of the registry, service management, and event viewer.
  • 2+ Years of Microsoft Office troubleshooting, all versions.
  • 2+ Years of laptop, desktop, and server hardware support.
    • ITIL 2011 certification preferred
  • Must be flexible and available to provide off-hours support and coverage.

 

Personality Traits:  

 

  • Maintain high levels of integrity and dependability.
  • Maintain a focus on results, quality and customer satisfaction.
  • Work well in a team environment and effectively manage work activities.
  • Project a professional demeanor and appearance.
  • Be extremely flexible and adaptable.
  • The ability to function and stay focused in constant pressure, fast growing and ever-changing organization.
  • Ability to effectively apply conflict and risk management techniques.

 

Technical Skills:

 

  • Ability to effectively use/operate a PC and standard business applications such as Microsoft Outlook, Word, Excel and PowerPoint required.
  • Working experience with Windows Operating Systems and Microsoft related software products required.
  • Ability to effectively troubleshoot hardware (PC, laptops, printers, tablets and smartphones), software and system problems required.
  • Functional understanding of network topologies and employed technologies is required.
  • Working knowledge of Active Directory required.
  • Retail store operations experience preferred.
  • Knowledge of following Store Related Systems preferred
    • Inventory
    • Ordering
    • POS (ISS45 V8)
    • Receiving
    • Scale Management (ADC)
    • Shelf Price Audit (SPA)
    • Time Keeping (ADP)
  • CompTIA and/or Microsoft certifications preferred.


 

Communication Skills:

 

  • Ability to competently understand, speak, read and write English.
  • Ability to effectively present information and respond to questions from groups of senior managers, peers and subordinates.
  • Ability to respond effectively to the most sensitive inquiries or complaints.
  • Requires excellent interpersonal communication and relationship building skills.

Benefits

 In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

  • Competitive pay
  • Opportunities for career growth
  • 15% discount for you and one other family member on all purchases made at Sprouts
  • Flexible schedules
  • Participation in Telemedicine: Teledoc
  • Employee Assistance Program (EAP)

 

Eligibility requirements may apply for the following benefits:

  • 401(K) Retirement savings plan with a generous company match
  • Affordable benefit coverage, including medical, dental vision
  • Pre-tax Flexible Spending Accounts for healthcare and dependent care
  • Company paid life insurance and short-term disability coverage

Why Sprouts

Grow with us!

If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting.  Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

 

*CB*

SM123

 

 

 

 

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

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