Job Title: Service Desk Specialist

Department: IT

Reports to: Service Desk & IT Retail Field Manager

Location: Matawan, NJ

("US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time.”)

Summary:

Responsible for the timely execution, monitoring and verification of technology-based tasks which support the overall operations of Client and its member stores. Responsible for phone support. Must be both technically and customer service oriented. Ability to handle multiple calls and situations. Able to work varying shifts including evenings and weekends.

Job Description:

• Proficient in the timely and professional handling of incoming calls to a busy service desk
• Target 85% resolution at the Service Desk for inbound incidents and request
• Proficient tracking of all calls via service desk software (Service Now); ticket assignment and escalation as required.
• Perform daily follow-up on open calls that do not show activity to ensure satisfactory closure of issue.
• Responsible for initial user account creation, permissions, and directory updates in a multiplatform environment.
• Evaluating and prioritizing incoming telephone, voicemail, and email requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related issues. Ask concise and accurate questions to identify issues and provide solutions.
• Answer application questions with short training and/or –how-to documents.
• Delegate support tasks when appropriate to third party vendors
• Escalate problems to engineering support group (when appropriate) to obtain timely resolution.

Approved by Steven

Approved by Steven May 2023May 2023

• Monitor trouble ticket portals of third-party vendors to ensure proactive resolution to issues.
• Participate in departmental projects and programs (which include rollouts, upgrades, and modifications).
• Maintain procedures manual to ensure continuity of task execution amongst current or future staff.
• Deliver administrative services to IT department.
• Assist in Desktop top support functions.
• Participate in after hour on call rotation.

Qualifications:

o EDUCATION

• Associate degree in Management Information Systems (MIS), Computer Science related field or minimum 2 years’ experience.

o SKILLS & EXPERIENCE

• Certifications a plus, not required ITIL, Microsoft certification, Cisco/Network Certification
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed, with keen attention to detail.
• Able to prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Experience in supermarket operations a plus.

Note: The above information is meant to describe the major functions of the job and should be used as a guideline only. The job description is not all-inclusive and should not be taken to represent the full scope of the position. reserves the exclusive right to add, delete or modify the position as needed.

A reasonable, good faith estimate of the minimum and maximum annual salary for this position is $58,000 to $60,000 with full benefits.

Job Type: Full-time

Pay: $58,000.00 - $60,000.00 per year