Help Desk Technician - Town & Country Markets, Inc.

OVERVIEW

WHO WE ARE

T&C is a family-owned company that builds authentic relationships one interaction at a time through consistent commitment to heartfelt service, relating to people as people (not numbers) and by selling the freshest, highest-quality products available. We have a deep passion for food and people and are always looking for service-minded individuals of all backgrounds to join our community.

WHO YOU ARE

You are genuine and authentic in your interactions both with your customers and co-workers. You thrive in a team environment, take your responsibilities seriously, and always consider the customer in your decisions. You see richness and strength in a diverse workforce and treat others with respect to create a place of belonging for all.  You care about your community and the environment. Pursuing knowledge in order to add value and grow is your idea of fun. Oh, and you love food!

WHAT WE OFFER (IN ADDITION TO BEING A FUN PLACE TO WORK)

We have a highly competitive benefits package ($5-$19 weekly medical premiums), vacation/sick time, paid holidays, premium pay rates, an Employee Assistance Program, a discount on virtually everything in our markets, 401(k) plans, profit-sharing and a pension, scholarship program and an employee referral bonus program. Whoa! That’s a lot of great stuff!

THE SMALL PRINT WE WANT YOU TO BE AWARE OF

T&C is proud to be an Equal Opportunity Employer. We value a diverse workplace and do not discriminate based on race, color, national origin, religion, caste, gender identity, sexual orientation, age, disability, or any other applicable characteristic protected by law. We invite women, people of color, LGBTQ individuals, members of ethnic minorities, foreign-born residents, and veterans to apply. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. 

If your experience looks a little different from what we’ve identified and you think you can thrive in this role, we’d love to learn more about you. Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

A TYPICAL DAY WILL INCLUDE THE FOLLOWING . . .

• Provide technical assistance and support for incoming queries and issues   related to computer systems, software, and hardware.
• Provide engaging, knowledgeable customer support and service for applications, desktops, servers, mobile devices, and network devices by asking questions and guiding the end user through the problem solving process
• Diagnose and troubleshoot problems, document resolutions, follow-up with users and vendors to ensure issue has been resolved and identify trends in malfunctions and usage
• Escalate problems to internal and external resources when appropriate
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Use service desk software to record, track, and document all service tickets, including resolution information
• Develop self-help resources and FAQ lists for end users
• Educate end users on software and hardware usage
• Install, modify, and repair computer hardware and software
• Perform network password resets, create user accounts, terminate user accounts, create groups, etc. within Active Directory and Office 365
• Provide basic reporting for business users on ticket performance from the service desk software system
• Gain feedback from users about computer usage
• Run reports to determine malfunctions that continue to occur
• Maintain department in a neat, clean, and orderly manner
• Provide excellent customer service
• Keep up on industry trends, standards, and changes
• Support and follows all company and department policies
• Support and follows sustainability programs, and all safety and security policies
• Demonstrate attitude of service to co-workers
• Operate within the Company’s Core Values and Company Brand

THIS JOB MIGHT BE FOR YOU IF . . .

• Prefer 2 years’ experience with hardware/software troubleshooting
• Excellent critical thinking, problem identification, troubleshooting, and issue resolution skills
• Experience with Windows operating system, Microsoft Office, and other business systems
• Knowledge of computer hardware, including desktops, laptops, smartphones, and networking equipment
• Excellent time management skills
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly and business-friendly language
• Experience working in a team-oriented, collaborative environment
• Exceptional customer service work ethic with a demonstrated service mindset
• Highly self-motivated and directed
• Handles stressful situations in a calm and controlled manner
• Demonstrates self-discipline and accountability
• Must be accurate and detail-oriented
• Ability to work independently, as well as with a diverse group of customers, employees, and leadership
• Commitment to personal and professional development
• Ability to take direction and carry out department tasks and assignments
• Flexibility to work mornings, afternoons, evenings, weekends, and holidays as needed
• Ability to lift and carry 50 lbs
• Possess full body mobility (bending, stooping, twisting, and reaching), have excellent manual dexterity and can sit for long periods of time

Entry Level Compensation

Maximum Compensation