What are the responsibilities and job description for the Helpdesk Technician position at Ingles Markets, Inc.?
The Company
Ingles Markets began in 1963 as a single supermarket and has since grown into a regional grocery store chain with just under 200 retail locations operating in 6 southeastern states, a 1.6-million-square-foot distribution center, two truck fleets, and a milk processing plant. Ingles Markets’ headquarters and distribution center are located just 15 minutes outside of Asheville, NC in the town of Black Mountain.
The Team
We are a lean team that services 27,000 employees across 6 states. We work hard as a collective to ensure everything is accomplished, even if it is not in our job description. While we do take things seriously, we like to have fun while we are doing it, so we can create the most impact and difference in our community.
The Position
The Help Desk Technician provides support and resolution of store technology and operation problems through direct interaction with Ingles Stores via phone and email. If you are looking for an opportunity to put your computer skills to work, like helping others solve their technology issues, and would like an opportunity to learn, grow, and advance in your career, our IT Department may be the place for you! For associates who truly apply themselves, the leadership and team-building experience you will learn from this position can enhance your candidacy for leadership positions in the future.
Our shifts are Sunday - Wednesday and Wednesday - Saturday. Four-day work week, ten-hour shift. Overtime available.
Key Responsibilities
Ingles Markets began in 1963 as a single supermarket and has since grown into a regional grocery store chain with just under 200 retail locations operating in 6 southeastern states, a 1.6-million-square-foot distribution center, two truck fleets, and a milk processing plant. Ingles Markets’ headquarters and distribution center are located just 15 minutes outside of Asheville, NC in the town of Black Mountain.
The Team
We are a lean team that services 27,000 employees across 6 states. We work hard as a collective to ensure everything is accomplished, even if it is not in our job description. While we do take things seriously, we like to have fun while we are doing it, so we can create the most impact and difference in our community.
The Position
The Help Desk Technician provides support and resolution of store technology and operation problems through direct interaction with Ingles Stores via phone and email. If you are looking for an opportunity to put your computer skills to work, like helping others solve their technology issues, and would like an opportunity to learn, grow, and advance in your career, our IT Department may be the place for you! For associates who truly apply themselves, the leadership and team-building experience you will learn from this position can enhance your candidacy for leadership positions in the future.
Our shifts are Sunday - Wednesday and Wednesday - Saturday. Four-day work week, ten-hour shift. Overtime available.
Key Responsibilities
- Answer incoming inquiries from stores and corporate users concerning problems with technical or operational issues.
- Document all tasks received via ITSM/CSM platform.
- Troubleshoot and resolve any issue that can be handled in a timely manner.
- Answer inquiries concerning store operations.
- Escalate issues, as needed.
- Follow-up with users to ensure that issues have been resolved satisfactorily.
- Verify sales data is received from stores daily.
- Perform monthly user audits for store systems.
- Additional department duties as directed.
- High School diploma, or equivalent. Additional technology degree or certification is a plus.
- Related helpdesk or IT experience is a plus.
- General PC usage knowledge required and intermediate knowledge of Microsoft 365.
- Excellent interpersonal skills are necessary, as well as excellent phone and email etiquette, professional written and verbal communication skills.
- Ability to multitask and prioritize.
- Knowledge of point-of-sale hardware/software is a plus.