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Grocery Outlet

Service Desk Tech-Level 1

Grocery Outlet, Sacramento, California, United States, 95828


About Grocery Outlet:Our Mission:

Touching lives for the betterOur 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 & ServiceAbout the Team:

Our BT 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 Level I Service Desk Technician's role is to ensure proper computer & POS (Point of Sales) systems operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating case/incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give remote assistance using various tools made available to them. 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.Prioritize incidents and service requests according to defined processes to meet defined SLAs.Escalate iCare incidents/cases with accurate documentation to suitable technician, when required.Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Shift Schedule: Wednesday-Saturday (11am-10pm)About The Pay:

Base Salary Range: $22 - $26 Hourly401(k) Profit SharingMedical, 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)Information Technology related certifications (preferred)Knowledge of basic computer hardware, including POS (Point of Sales) systemsExperience with desktop and server operating systems, including Windows Desktop, Server and Microsoft Office Suite

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