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IT Help Desk / Support Center Analysts - multiple openings (PT/24-32Hrs)

Meijer Inc. | Grand Rapids, MI

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Posted Date 12/02/2019
Description Currently, Meijer is looking for multiple IT Help Desk / Support Center Analysts willing to work part-time flexible schedules, 24-32 hours weekly, including weekends. The individuals selected for these positions will be responsible for providing quality support, in a call center environment, to our company-wide end users. Delivering a high degree of customer service, technical expertise, and timeliness to assist in ticket resolution.

IT Support Center Analysts (Help Desk) provide first-level assistance for defined problems; escalating trouble tickets as necessary to higher level staff. Having frequent interactions with internal customers; the ideal candidate must be effective in interpersonal communication and problem solving and have a high degree of patience to provide solutions to our end-users.

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Meijer IT Help Desk / Support Center Analysts are held to service levels requiring:

  • Following through on resolution with users.
  • Consulting solution base to optimize problem resolution.
  • Adhering to established standards in resolving problems.
  • Tracking calls and entering solution data into solution base.
  • Performing administrative functions for pagers, printers, and helpdesk tools.

IT Support Center Analyst's key responsibilities include:

  • Providing accurate and creative solutions to user problems of moderate nature to ensure user productivity
  • Enhancing and developing quality support methods and communication skills through coaching feedback and other developmental approaches
  • Assisting in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
  • Researching, resolving, and responding to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with standards
  • Escalating problems to appropriate individual based on established guidelines and procedures
  • Making, adding, deleting, and modifying changes to printer control tables and printer appliances
  • Making, adding, deleting, and modifying changes to pager tables and control the physical pager inventory
  • Making, adding, deleting, and modifying changes to Incident Ticket application tool and Help desk Processes document tool
  • Acquiring and maintaining current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
  • Attending training sessions and possibly assisting in training workshops
  • Participating in team projects that enhance the quality or efficiency of help desk service
  • Assisting in special product-related issues as needed
  • Developing business and technical writing skills

This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required.

Qualifications

  • A completed or in-process Bachelor's degree in Computer Science, Engineering, or related discipline, or equivalent work experience and technical training, is required
  • 2+ years of experience in computer systems or IT support
  • Excellent customer service and interpersonal skills; telephone etiquette
  • Understanding of multi-platform environments
  • Flexible Schedule
  • Ability to use customer service standards and follow guidelines, as well as to help others interpret policy
  • Thorough understanding of trouble ticket process
  • Strong oral and written communication skills (technical and non-technical)
  • Excellent organizational skills
  • Demonstrated problem-solving skills
  • Ability to maintain a high level of client trust and confidence in the group's knowledge of and concern for clients' needs
  • Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction and standards
  • Broad range of application, network, and desktop knowledge is highly desirable

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