Associate Service Desk Specialist

URM Stores Inc•Spokane, WA

23h•$21 - $22•Onsite

About The Position

URM Stores, Inc. is currently looking for an experienced professional to join our team as our next amazing Associate Service Desk Specialist! As the Associate Service Desk Specialist, you will provide world-class first response to incidents and service requests; assist in problem identification; monitor issues from start to resolution and communicate various types of information with customers/users through appropriate channels; and provide technical troubleshooting and resolution of computers and computer applications, retail systems and applications, Citrix, and URM-specific and internally developed applications. You will have direct contact with our customers and are expected to be proactive with the support of services and products. You will exceed customer expectations by performing extraordinary customer service, identifying their needs, and providing them with exceptional communication. This position requires a 100% on-site presence, no remote work will be allowed.

Requirements

4-years prior related experience
Ability to communicate well in written and verbal formats.
Ability to work well as part of a team and as an individual.
Ability to manage time and meet deadlines well.
Ability to handle pressure well.
Possess a solid technical understanding and strong critical thinking skills.
Possess a strong customer service approach.

Nice To Haves

ITIL v3 or v4 Foundations certification (preferred)
CompTIA A+ certification (preferred) however, if certification is not held, candidate MUST successfully obtain certification within one year of start date.
Retail experience (preferred)
Point-of-Sale software/hardware experience (preferred)
Apple OS experience (preferred)
Chrome OS experience (preferred)
Basic networking experience (preferred)

Responsibilities

Providing world-class end-user support as part of a team, you will act as the first point of contact for technical assistance and resolution related to: Customer Ordering Devices o Computers and computer applications o Retail systems and applications o Citrix o URM-specific and internally developed applications
Answer inbound phone calls and emails and convert them to Incident/Request “tickets” for resolution at the appropriate level.
Notify Service Desk Supervisor of high priority incidents/requests, critical status changes, and client complaints.
Build rapport and elicit incident and request details from customers and users, always documenting within the IT Department ITSM toolset.
Facilitate rapid and effective resolution of incidents by employing Knowledge Base articles, Known Workarounds, and escalations to higher levels of support, when required.
Assist with the provisioning/modification/deprovisioning of end-user accounts.
Perform any other duties or responsibilities as assigned by leadership.
Participate in the Tier I on-call rotation.

Benefits

Insurance Benefits – So that our non-union employees have more to take home from their paycheck, URM pays 100% of the Medical/Dental/Vision/RX Insurance premiums for the employee and over 93% for the employee’s dependents!
401k Retirement Plan with an amazing Company match up to 9% of your annual salary!
Subsidized Life Insurance for employees and great rates for the employee’s family.
Company paid Long-Term Disability insurance.
Short-Term Disability and Cancer Insurance available.
Life Flight Insurance at Special Rate.
Great vacation plan!
Six Paid Holidays and four Paid Personal Holidays.
Paid Sick Days.
Paid Volunteer Service Day! Get paid to volunteer at your favorite non-profit!
Experience enjoyable Company sponsored activities through events like URM March Madness Brackets, Family Hockey Night with the Chiefs, Holiday Mingle & Jingle with great raffle giveaways, Summer Evening Wine & Music Event, and Winter Break Movie Night, which are just a glimpse of the fun we have to offer for employees and their families!
Plus, enjoy a variety of Corporate discounts, from gym memberships, cell phone plans, to computer discounts!
We also offer an Amazing Employee Discount Program at our Company-owned Grocery Stores!!!!