Key Responsibilities:

• Respond to and work incidents within the established SLA guidelines.

• Assist with phone duties during peak call volumes, overflow situations, and where the SDM/SDS deem necessary to fill roles of absent analysts.

• Record and enter into the Support Desk ticket system any requests or problems that are already not entered that the LSOS comes across in a timely manner.

• Respond to and troubleshoot incidents that are related to systems that the Support Desk has historically handled including, but not limited to, Order Guns, Vendor Scan Units, KopyKake Printers, and store printers.

• Assist the Support Desk Supervisor in making small equipment purchases as needed. This would include submitting requests to the Supervisor up to performing the ordering.

• Maintain a high level of efficiency in key areas which include but are not limited to organization, prompt response and knowledge of incidents, and keeping clear, documented processes on inventory, setup, and deployment.

• Visit customers to discuss issue and request resolution, service levels and other matters as required by the business.

• Develop practices and procedures for improving guest satisfaction and maintaining good relationships with guests, team members, and partners.

• Monitor and improve morale and overall job satisfaction of the Support Desk staff.

• Monitor the Support Desk staff involvement in production changes and project implementations.

• Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, disciplinary actions.

• Train and transfer knowledge to Support Desk team members.

• Other duties as assigned

Key Requirements:

• 2-year degree in an IT-related field of study or 3-4 years of IT support-related work experience

• At least 1 year of exemplary work experience as a Level 1 Support Desk Analyst for United Supermarkets.

• Current professional certification from an accredited agency or school for one or more needed systems (examples listed below):

• • Google Apps Administration

  • Networking (CCNA)

  • Microsoft (MCDST)

  • Linux Administration

  • SCO-UNIX Administration

  • SQL language and databases

  • Documentation/Organization

  • Coaching/Leadership

• Strong personal skills and experience establishing rapport and building relationships with the user community

• Excellent verbal and written communication skills

• Self motivated with a strong work ethic

• Proficient in Microsoft Office, MS-Project, MS-Visio

• Ability to function as a team member and get along with others

• Ability to accept supervisory coaching related to performance, work habits and attitude