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Support Desk Technician

Sprouts Farmers Market

This is a Full-time position in Phoenix, AZ posted October 25, 2021.

Overview

The Support Desk Technician I is responsible for supporting Sprouts Farmers Market team members working in the Store locations, Distribution Centers, and Support Office.

This position will allocate phone calls to the proper location, resolve software inaccuracies, interpret and resolve incoming questions, remain up to date on systems and software, and exhibit high quality customer service by ensuring all problems are dealt with in a timely manner.

The hours will be Tuesday-Saturday, 6a-3p.

Essential Functions

Provide first level hardware, network, and software support for Team Members located at our retail stores, corporate office, distribution centers, and remote user locations.

This includes but is not limited to:

Basic Active Directory and Exchange administration.

Remote diagnostic and troubleshooting of all MS Office or Windows issues.

Anti-virus control and remediation of infected systems.

Desktop imaging

Hardware support on desktops, laptops, mobile devices, servers, routers, and switches.

Disaster Recovery setup

Network troubleshooting, including VPN setup and circuit monitoring/management.

Onsite support
– See below for details

Incident management

Interpret, evaluate, and resolve complex problems associated with store and corporate systems.

Log all incidents and user contact in a problem tracking system.

Answer incoming telephone calls and monitors group email while providing immediate solutions whenever possible.

Log all incidents and user contact in a problem tracking system.

Place service calls to outside vendors; monitor and track the call until issue is resolved.

Follow-up with users to make sure their problem/request was resolved.

Research, resolve and respond to incoming questions in a timely manner.

Keep management and users updated with changes in the status of key systems.

Stay informed and current with all procedures for systems and equipment, ensuring documentation is up-to-date and accurate.

Provide assistance to various projects.

Knowledge, Skills, Abilities and Physical Requirements

High School diploma or equivalent

Minimum 2 years’ experience working within a retail or warehouse environment

Preferred knowledge of ISS45 Cash Register Systems, POS operations, and store/warehouse related systems such as inventory, ordering, receiving and shelf price audit

Working experience with Windows Operating System and Microsoft related software products

Working knowledge of computer hardware and software

Ability to troubleshoot hardware and software problems and prioritize help desk requests

Strong troubleshooting and analytical skills with ability to multi-task

Must be able to rapidly adapt to changing business conditions and requirements

Reliable and dependable with strong initiative

Ability to work within strict time frames and resolute deadlines

Must be flexible and available to provide off-hours support

Personality Traits:

Maintain high levels of integrity and dependability.

Maintain a focus on results, quality and customer satisfaction.

Work well in a team environment and effectively manage work activities.

Project a professional demeanor and appearance.

Be extremely flexible and adaptable.

The ability to function and stay focused in constant pressure, fast growing and ever-changing organization.

Ability to effectively apply conflict and risk management techniques.

Technical Skills:

Ability to effectively use/operate a PC and standard business applications such as Microsoft Outlook, Word, Excel and PowerPoint required.

Working experience with Windows Operating Systems and Microsoft related software products required.

Ability to effectively troubleshoot hardware (PC, laptops, printers, tablets and smartphones), software and system problems required.

Functional understanding of network topologies and employed technologies is required.

Working knowledge of Active Directory required.

Retail store operations experience preferred.

Knowledge of following Store Related Systems preferred

Inventory

Ordering

POS (ISS45 V8)

Receiving

Scale Management (ADC)

Shelf Price Audit (SPA)

Time Keeping (ADP)

CompTIA and/or Microsoft certifications preferred.

Communication Skills:

Ability to competently understand, speak, read and write English.

Ability to effectively present information and respond to questions from groups of senior managers, peers and subordinates.

Ability to respond effectively to the most sensitive inquiries or complaints.

Requires excellent interpersonal communication and relationship building skills.

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Benefits

In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family.

These programs include:

Competitive pay

Sick time plan that you can use to support you or your immediate families health

Opportunities for career growth

15% discount for you and one other family member in your household on all purchases made at Sprouts

Flexible schedules

Employee Assistance Program (EAP)

Eligibility requirements may apply for the following benefits:

401(K) Retirement savings plan with a generous company match

Affordable benefit coverage, including medical, dental vision

Paid parental leave for both mothers and fathers

Pre-tax Flexible Spending Accounts for healthcare and dependent care

Company paid life insurance and short-term disability coverage

Why Sprouts

Grow with us!

If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts!

With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting.

Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work.

This is not an exhaustive list of all duties, responsibilities, and requirements.

Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

California Residents: We collect information in accordance with California law, please see here for more information.