Job Summary: As a key member of the Information Services (IS) Department, this position is primarily responsible for supporting day-to-day operations and managing the Information Technology (IT) Help Desk ticketing system. This role provides level 1 IT support including resolving technical issues and managing IT services (e.g., Microsoft Client and Server Applications, other LOB applications, etc.) using a broad technical skillset to provide support and expertise on a company-wide basis.

Specific Job Duties:

Responsibilities will include, but are not limited to, the following:

• Provides hardware and software support for all company devices, locations, and team members.
• Prioritizes, identifies, researches, and resolves technical problems.
• Evaluates / resolves issues related to both hardware and software on all company devices.
• Supports all existing and new IT services, systems, and devices (i.e. scales, wireless devices, software, phone system etc.).
• Responsible for managing and maintaining the evolution/development of the IT help desk ticketing system; responds to and provides first level support to all IT support calls, emails, and personnel requests.
• Documents, tracks and monitors IT help desk tickets to ensure timely resolution.
• Performs basic system administration and operation.
• Works a flexible schedule with availability to support our systems in a 24x7 environment.
• Assists in the procurement of all desktop hardware, software, and peripherals.
• Ensures POS systems are always up and operational.
• Assists in the administration and routine maintenance of back office servers and systems.
• Manages cabling needs of new and existing devices.
• Maintains accurate inventory of hardware assets and software licenses.
• Documents work and new procedures.
• Provides training for team members on new and existing IT services, systems, and devices.
• Conducts quarterly PCI DSS audit of frontend POS devices, ensuring adherence to company PCI policies.
• Provides support for IS Department projects and initiatives as needed

Skills Required / Qualifications:

Candidates will be selected from applicants having the best combination of the following qualifications:

• Bachelor’s degree in MIS, IT, A certification or equivalent education
• Minimum three years’ experience in an IT support role, preferably experienced in supporting both corporate and retail store environments.
• Knowledgeable in Microsoft Server Applications.
• Demonstrated experience supporting Microsoft Office programs and Windows workstations.
• General knowledge in networking and TCP/IP.
• Familiarity with supporting Microsoft Office programs (Outlook, Excel, Word, and Access).
• Proven experience in IT support as a front-line operator supporting customer PC issues, or other demonstrated experience with Windows 10 troubleshooting and configuration.
• Experienced in the following technologies and software preferred: Windows Server OS, Exchange 2016, Azure AD, O365, Sophos and Watchguard Firewalls, Lansweeper, Proofpoint / Mimecast, Trend Micro Apex One, Veeam Backup, iTune or other MDM platforms, JIRA / Confluence Issue and Project tracking software, Solar Winds Web Help Desk
• Strong interpersonal and oral communication skills required; effective written communication skills necessary.
• Strong research capabilities; ability to gather and apply knowledge in a meaningful manner that improves processes and/or offers additional value.
• Detail-oriented with proficient analytical skills.
• Demonstrates ability to learn new concepts, software applications quickly and displays effective problem solving skills.
• Ability to identify and prioritize escalation paths needed for various IT help desk calls/requests that need support; possess strong follow-up skills.
• Demonstrates a high level of self-motivation; takes initiative; problem solves, recommending short and long-term solutions; able to work autonomously.
• Ability to prioritize multiple tasks simultaneously and produce quality output while working within deadlines a must. Sense of urgency required. Excellent time management and organizational skills.
• Excellent customer service skills, ability to adjust accordingly to the needs of the customer in ways that adds value to the user experience.
• Must be able to work a flexible work schedule including evenings, weekends, and on-call as needed.
• Ability to crouch/crawl and work in cramped spaces as needed.
• Able to lift and carry 30 pounds.

What We Offer:

• Competitive pay
• 20% team member discount
• Medical, dental, vision insurance (very low cost to team members)
• Health savings accounts (subject to qualified medical plans)
• Flexible spending arrangements (subject to qualified medical plans)
• Company-funded disability and life insurance
• Employee Assistance Program available to all team members
• Retirement plans available to all team members
• Generous paid time off benefits
• Sick/safe leave provided consistent with local and state requirements
• Reduced cost ORCA Card program for King County team members
• Education support
• Career development opportunities
• Wage/salary range: $67,725 - $78,000

The specific programs and options available to any given team member are dependent upon eligibility factors such as position, date of hire, work location, and terms of applicable collective bargaining agreements.

Other Things To Know:

Employment may be dependent upon successful background check and reference checks.

Equal Employment Opportunity (EEO): It is the policy of Metropolitan Market, LLC that all employees and applicants be afforded equal opportunities in employment without regard to race, color, sex (including gender identity and gender stereotypes), national origin, religion, disability, or retaliation for engaging in an EEO protected activity. The Company prohibits discrimination or harassment based on any of these categories, as well as on age, genetic information, sexual orientation, marital status, status as a parent, military service, or any other bases protected under applicable local, state, or federal law.