IT Service Desk Technician II

ABOUT FESTIVAL FOODS:

At Festival, people are at the top of our list. You’ll see it in everything from our daily interactions to how we treat our guests – even in our extensive associate benefits and programs.

Job Title:            IT Service Desk Technician II

FLSA Status:       Salary

Reports To:        IT Service Desk & Operations Manager

We are looking for a self-motivated and passionate IT Service Desk Technical II to join the talented IT Department at Festival Foods. The IT Service Desk Technical II is responsible for providing customer focused, technical support services for end user devices, applications, related business technology and triage incidents and service requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for IT by responding to IT support requests (incidents and service requests).
• Be responsible for reviewing IT ticket queues, documenting support, diagnostic activities, and escalating issues as required.
• Promote cross-team relationships with other IT support team members to facilitate timely responses and resolutions.
• Monitor progress and keep customers informed while providing excellent customer service.
• Provide general remote support for all IT approved technologies.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Follow standard Service Desk procedures and department policies.
• Adhere to the department performance metrics/KPI’s (key performance indicators).
• Build and maintain advanced skillset/knowledge. Has specialized knowledge and experience.
• ITSM - Primary Process Owner for one or more ITSM processes. Responsible for the strategy and growth of assigned process(es).
• Considered a technical or process SME for one or more core Service Desk Functions
• Lead medium team related projects.
• Mentor junior team members. Provide Level II support escalation for complex problems when needed. 
• Automates manual tasks
• Lead continuous improvement initiatives.
• Author, edit, and QA knowledgebase articles.
• Assess and recommend the potential of emerging technologies and innovation ideas.
• Other duties as assigned.

QUALIFICATIONS

• Bachelor's degree or equivalent in professional experience.
• 3+ years of progressive experience providing end user IT technical support

• Strong technical skills supporting PCs (laptops/desktops), printers and a variety of Android handheld devices (tablets, handhelds, etc.)
• Process and procedure driven with a good understanding of Service Desk methodology (ITIL), ticket management best practices and metrics
• Customer-focused, customer service oriented and positive attitude
• Desire for continuous learning, willingness to learn and coachable
• Ability to work independently, to plan, prioritize and organize your workday with minimal supervision. Attention to detail

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Sitting at a computer 50% of the time
• Bending, stretching, and occasional lifting of up to 50 lbs. is required

WORK SCHEDULE

• The Information Technology Service Desk Technician I is a full-time, salaried position scheduled 45 hours per week.  The work schedule will be assigned by the IT Service Desk & Operations Manager.  The hours of operation for this position are subject to change based on the business needs.  This position will participate in the IT on-call rotation and adhere to the on-call policy.

WHY YOU'LL LOVE IT HERE: