IT Service Desk Technician II - Festival Foods

Location : Name:Green Bay Support OfficePosition Type:Full-TimeCompany Overview:

ABOUT FESTIVAL FOODS:

We are a Wisconsin family- and employee-owned grocer that is committed to giving back to the communities it serves and providing guests with exceptional service and value. We operate +40 full-service supermarkets across the state of Wisconsin.

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:            IT Service Desk Technician II

FLSA Status:       Salary

Reports To:        IT Service Desk & Operations Manager

 

We are looking for a self-motivated and passionate IT Service Desk Technical II to join the talented IT Department at Festival Foods. The IT Service Desk Technical II is responsible for providing customer focused, technical support services for end user devices, applications, related business technology and triage incidents and service requests.

External Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for IT by responding to IT support requests (incidents and service requests).
• Be responsible for reviewing IT ticket queues, documenting support, diagnostic activities, and escalating issues as required.
• Promote cross-team relationships with other IT support team members to facilitate timely responses and resolutions.
• Monitor progress and keep customers informed while providing excellent customer service.
• Provide general remote support for all IT approved technologies.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Follow standard Service Desk procedures and department policies.
• Adhere to the department performance metrics/KPI’s (key performance indicators).
• Build and maintain advanced skillset/knowledge. Has specialized knowledge and experience.
• ITSM - Primary Process Owner for one or more ITSM processes. Responsible for the strategy and growth of assigned process(es).
• Considered a technical or process SME for one or more core Service Desk Functions
• Lead medium team related projects.
• Mentor junior team members. Provide Level II support escalation for complex problems when needed. 
• Automates manual tasks
• Lead continuous improvement initiatives.
• Author, edit, and QA knowledgebase articles.
• Assess and recommend the potential of emerging technologies and innovation ideas.
• Other duties as assigned.

QUALIFICATIONS

• Bachelor's degree or equivalent in professional experience.
• 3+ years of progressive experience providing end user IT technical support

• Strong technical skills supporting PCs (laptops/desktops), printers and a variety of Android handheld devices (tablets, handhelds, etc.)
• Process and procedure driven with a good understanding of Service Desk methodology (ITIL), ticket management best practices and metrics
• Customer-focused, customer service oriented and positive attitude
• Desire for continuous learning, willingness to learn and coachable
• Ability to work independently, to plan, prioritize and organize your workday with minimal supervision. Attention to detail

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

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 IT on-call rotation and adhere to the on-call policy.

Benefits Overview:

WHY YOU'LL LOVE IT HERE:

Associate Discount: Enjoy an industry-leading 15% off your grocery purchases for you and your immediate household!.

Weekly Pay & Premium Pay: Hourly associates are paid weekly, providing more frequent access to their funds. Part-time store associates are paid a $1 premium per hour on Sundays and select holidays. Hourly full-time store associates receive time and a half on Sundays and select holidays.

Two-Week Advanced Scheduling: Better Planning. Better Balance. We provide our associates with their schedules two weeks in advance, offering greater predictability & flexibility.

Vision & Dental Insurance: Part-time and full-time associates are eligible for vision insurance and two dental coverage options that are designed to fit your needs.

Support: Our associates receive support for their total well-being; including 3 weeks of paid parental leave, a fitness reimbursement program offering savings off of fitness membership fees; our EAP (Employee Assistance Program) and LEAPCare Care Coaches, which provide associates confidential care related to hospital visitation, conflict resolution, stress management, marriage or divorce, family issues and depression or anxiety.

Save for Your Future: Offering both a 401(k) and Employee Stock Ownership Plan, we’re proud to support our associates in planning for retirement by offering two retirement savings plans. The 401(k) plan empowers associates to save a portion of their paychecks for retirement. Festival Foods has an annual discretionary match to help our associates reach their savings goals. Our ESOP is a retirement plan above and beyond a 401(k) plan that gives associates “free” ownership in the company and an opportunity to share in Festival’s growth and success. Associates are given shares based on their years of service and earnings.

At Festival Foods we are committed to providing an environment of mutual respect where equal employment opportunities are available to all. We are dedicated to building a top-notch team of skilled, experienced and service-oriented associates who represent a variety of backgrounds, perspectives, and talents. Festival Foods believes that diversity and inclusion among our teammates, products, and our community strengthen our ability to serve our guests, as we seek to recruit, develop and retain the most talented people.Location : Address:1724 Lawrence DriveLocation : City:De PereLocation : State/Province:WILocation : Postal Code:54115