Service Desk Tech-Level 1

About Grocery Outlet:

• Our Mission: Touching lives for the better
• Our Vision: Touching lives by being the first choice for bargain-minded consumers in the U.S.
• Our Values & Behaviors: Achievement, Diversity, Entrepreneurship, Family, Fun, Integrity & Service

About the Team:

Our IT team's mission is to push the boundaries of technology with the intention of going above and beyond to aid stores and customers and deliver timely solutions to benefit all members of Grocery Outlet. Our team consists of problem solvers and go-getters who are dedicated to being service-oriented and solving important problems.

About the Role:

The Service Desk Technician provides frontline technical support to end users by troubleshooting hardware, software, and system issues. This role is responsible for ensuring timely and professional resolution of incidents and requests, with a focus on delivering exceptional customer service and driving first-touch resolution whenever possible. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give remote, hands-on help at the desktop level. This role reports to the Service Desk Manager.

Responsibilities Include:

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Deliver outstanding customer service by actively listening, empathizing, and communicating clearly and professionally
• Take full ownership of each ticket from initial contact through resolution, ensuring updates are provided and follow-ups are completed within SLAs
• Strive for first-touch resolution by thoroughly diagnosing and resolving issues during the initial interaction whenever a knowledge article is available
• Escalate tickets with actionable trouble shooting information to the next level of support
• Draft and distribute clear, timely, and professional communications to end users regarding planned system maintenance, service interruptions, or unplanned outages
• Submit and monitor escalated tickets to appropriate outside vendors to ensure effective resolution
• Contribute to technical Knowledgebase articles and Troubleshooting guides
• Provide suggestions for continual improvement
• Sending out communications to end users including stores for BT related system maintenance and outages

About The Pay:

• Base Salary Range: $24 - $27 Hourly
• 401(k) Profit Sharing
• Medical, Dental, Vision & More!
• Final compensation will be determined based upon experience and skills and may vary based on location

About You:

• 1-year experience in technical/support field (preferred)
• Experience working in a retail team-oriented, collaborative environment
• Information Technology related certifications (preferred)
• Knowledge of basic computer hardware, including POS (Point of Sales) systems
• Experience with desktop and server operating systems, including Windows Desktop, Server and Microsoft Office Suite