Job Type
Full-time
Description
Looking for an exciting step in your career working for a great organization that has a great opportunity to grow your IT knowledge? URM Stores, Inc. is looking for Service Desk Technician with technical skills to provide world-class end-user support. Opportunity will be part of a team supporting the broader application services used throughout URM.
At URM we’re committed to making technology work for our organization and our customers. This position will be part of the Service Desk team which is composed of a great group of individuals with a dedication to making sure our solutions work to the highest quality to meet the needs of our company. If you want to be a part of a great team and have the desire to expand your knowledge, this position is the right one for you.
Your Day-to-Day:
- Act as the first point of contact for technical assistance and resolution related to:
- o Computers and computer applications
- o Retail systems and applications
- o Citrix
- o URM-specific and internally developed applications
- Answer inbound phone calls and emails and convert them to Incident/Request “tickets” for resolution at the appropriate level.
- Notify Service Desk Supervisor of high priority incidents/requests, critical status changes, and client complaints.
- Build rapport and elicit incident and request details from customers and users, always documenting within the IT Department ITSM toolset.
- Facilitate rapid and effective resolution of incidents by employing Knowledge Base articles, Known Workarounds and escalations to Tier 2 support, when required.
- Assist with the provisioning/modification/deprovisioning of end-user accounts.
- Participate in the Tier I on-call rotation.
- Perform any other duties or responsibilities as assigned by leadership.
Ideal Candidate Profile:
- 2-year technical degree or 2-years’ applicable experience
- CompTIA A+ certification (required)
- ITIL experience preferred
- Point-of-sale software/hardware experience preferred
- Retail Grocery experience preferred
- Excellent oral and written communication skills
- Able to work as a team/group of various sizes and backgrounds
- 3-4years prior related experience
- Ability to communicate well in written and verbal formats
- Ability to work well as part of a team and as an individual
- Ability to manage time and meet deadlines well
- Possess a solid technical understanding and strong critical thinking skills
- Possess a strong customer service approach
- Willingness to accept constructive criticism
- Ability to participate in mandatory training sessions
Preferred Qualifications and Skills:
- ITIL v3 or v4 Foundations certification (preferred)
- HDI-Support Analyst (preferred)
- Retail experience (preferred)
- Point-of-Sale software/hardware experience (preferred)
- Apple OS experience (preferred)
- Basic networking experience (required)
Why Join Our Team?
It’s fun to work in a company where people truly believe in what they’re doing. For the last 100 years, URM has been committed to bringing customer focus to our Member stores. Employees at URM are proud to be a part of the number one food distributor in the Inland Northwest. By meeting the needs of our customers and the needs of our member-owners, we create our future success. As part of that, our top goal is simple: to build a long and mutually beneficial relationship with our customers.
We seek only those who stand out above the rest-progressive thinkers who push our company forward in a positive way. We work in a supportive team environment and in addition to our amazing culture, our employees enjoy many perks, below are a few of the highlights:
- Salary Starting at $21.00 an hour.
- Medical/Dental/Vision/RX Insurance Benefits – URM pays 100% of the premium for the employee and over 90% for your dependents!
- 401k Retirement Plan with an amazing Company match!
- Life Insurance for you and your family
- Short and Long Term Disability
- Cancer Insurance
- Vacation starts after just six months!
- Six Paid Holidays, with three personal Float Holidays
- Paid Sick Days
- A Paid Volunteer Service Day! Get paid to volunteer at your favorite local charity/non-profit!
- Amazing Employee Discount Program!!!!
URM Stores, Inc. is an equal opportunity employer and provides equal employment opportunities to all individuals regardless of Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by state or federal law. We are also committed to providing a work environment that is free of all forms of discrimination, regarding recruiting, hiring, training, promotions, compensation and all other conditions of employment. The selected candidate must be able to successfully complete a pre-employment background check, and drug test, as URM is a drug free workplace (including marijuana).
Salary Description
Salary Starting at $21.00 an hour.