Support Desk Level 1 Job

Summary

The IT Support Desk Level 1 Technician is a versatile, high profile position responsible for providing hardware, software, and systems support. The position will provide remote assistance for Team Members located at the corporate office, retail stores, warehouse facilities, and various remote field locations.  Primary responsibilities for this position include troubleshooting and providing end-user guidance on the functions and features of all systems available to Sprouts Team Members.

Essential Functions

• Provides first level hardware, network, and software support for Team Members located at our retail stores, corporate office, distribution centers, and remote user locations. This includes but is not limited to
  • Store and Corporate related systems
  • Basic Active Directory and Exchange Administration.
  • Remote diagnostic and troubleshooting of all MS Office or Windows issues.
  • Anti-virus control and remediation of infected systems.
  • Desktop imaging
  • Hardware support on desktops, laptops, mobile devices when called on to backfill for Facilities, servers, routers, and switches.
  • Disaster Recovery Setup.
  • Network troubleshooting, including VPN setup and circuit monitoring/management.
  • Onsite support – See below for details
  • Incident Management

• Interprets, evaluates, and resolves complex problems associated with store and corporate systems
• Logs all incidents and user contact in a problem tracking system
• Answers incoming telephone calls, monitors incident queue, and reviews group email while providing immediate solutions whenever possible
• Using defined escalation procedures, logs and escalates problems as appropriate to tier 2
• Places service calls to outside vendors; monitor and track the call until issue is resolved
• Follows-up with Team Members to make sure their problem/request is resolved
• Keeps management and users updated with changes in the status of key systems
• Stays informed and current with all procedures for systems and equipment
• Provides assistance to various projects

Knowledge, Skills and Abilities

• Two year degree or equivalent work experience
• 2 year’s experience troubleshooting network connectivity and VPN related issues, must demonstrate solid foundational knowledge of basic routing and switching concepts
• 1-2 Years of Windows Server Administration Experience
• Incident Management experience
• 1-2 Years of Server and Desktop troubleshooting, must demonstrate deep level knowledge of the Registry, Service Management, and Event Viewer
• 2+ Years of Microsoft Office Troubleshooting, all versions.
• 2+ Years of Laptop, Desktop, and Server hardware support.
• Retail Store Operations experience a plus
• Knowledge/General understanding of Store Related Systems to include but not limited to (a plus):
  • Inventory, Ordering, POS (ISS45), Receiving, Shelf Price Audit, Time Keeping (ADP), etc.

Personality Traits:

• Maintain high levels of integrity and dependability
• Maintain a focus on results, quality and customer satisfaction
• Works well in a team environment and effectively manage work activities
• Project a professional demeanor and appearance
• Be extremely flexible and adaptable; includes weekend and off-hours support
• Demonstrates the ability to function and stay focused in a constant pressure, fast growing and ever-changing organization
• Reliable and dependable with strong initiative

This job has specific physical requirements that may require you to lift up to 75 lbs, to operate machinary with moving mechanical parts, bend, reach, kneel, squat, stand of a long period of time, or push/pull heavy loads.  Qualified candidates will be contacted. To learn more about all the benefits of working at Sprouts' and how you can become part of our growing team, apply on-line at Sprouts' Farmers Market is an Equal Opportunity Employer.

Posting Notes: || United States (US) || Arizona || Phoenix || CHQ-11811 N. Tatum Blvd, Suite 2400 || Store Support Center Jobs || SF:NON ||