Tech Support Specialist I

Raley's•West Sacramento, CA

2d•$25 - $31•Onsite

About The Position

As a Technical Support Specialist I, you will be part of our on-site Technical Assistance Center (TAC) Team, which is responsible for coordinating, diagnosing and troubleshooting incoming employee calls. This team of super stars provides 24-hour support services to employees with technical problems and I.T. issues involving desktop, laptop or network services connection. This is an opportunity for you to apply your knowledge of PC hardware, software, and systems and networks. Your attention to detail and customer service approach will allow you to communicate effectively to understand the problem and explain its solution. How You will Make a Difference You will provide timely resolution of problems or escalation on behalf of the internal customer to appropriate IT technical staff. Serve as the first point of contact for customers seeking technical assistance over the phone, email, or instant message. Determine and document best solutions based on the issue and details provided by the customer. I dentify and escalate situations requiring urgent attention. F ollow standard help desk procedures. P rovide case status updates to management and end-users, and inform management of reoccurring problems. S upport and maintain effective relationships with users. D evelop, document and implement standard operating procedures and customer service guidelines relating to IT support. Monitor and respond to system operating errors to ensure accuracy of processing and recording. Administer help desk software. Maintain records of processing problems and actions taken to correct problems. Log events of shift, including system malfunctions and disruptions, into turnover log and create shift report for supervisor.

Requirements

You are committed to a culture of respect and inclusion, valuing others for who they are and the unique contributions they make.
You like to work in a fast-paced environment
You take initiative
You are detail-oriented and value accuracy
You demonstrate strong verbal and written communication skills
You have the ability to gain alignment across a diverse stakeholder group around priorities and plans in support of key business objectives
You have a strong technical background in information systems
BA/BS in Computer Science or related discipline preferred, or the equivalent combination of education and experience related to analytical and/or system support.
Minimum of one (1) year of technical support experience related to analytical and/or system support, or the equivalent combination of education, training and experience.
Computer literacy in helpdesk tools, spreadsheet, database, presentation, and work processing software.
Basic understanding of networking concepts.
Ability to organize, prioritize and manage multiple assignments, and meet tight deadlines.
Demonstrated ability in customer service, accuracy of work and attention to detail.
Ability to follow verbal and written instructions.
Ability to work independently and in a group environment and develop and maintain effective communication and working relationships with all customers.
Your flexibility and open availability is required to support o ur Distribution center which is open 24-hours a day, 7-days a week .
Permanent residency in California or Nevada is a condition of employment for this position. This means a job offer may be denied or rescinded and, if employed, employment may be terminated if an applicant/team member ceases to reside in California or Nevada.

Responsibilities

Provide timely resolution of problems or escalation on behalf of the internal customer to appropriate IT technical staff.
Serve as the first point of contact for customers seeking technical assistance over the phone, email, or instant message.
Determine and document best solutions based on the issue and details provided by the customer.
Identify and escalate situations requiring urgent attention.
Follow standard help desk procedures.
Provide case status updates to management and end-users, and inform management of reoccurring problems.
Support and maintain effective relationships with users.
Develop, document and implement standard operating procedures and customer service guidelines relating to IT support.
Monitor and respond to system operating errors to ensure accuracy of processing and recording.
Administer help desk software.
Maintain records of processing problems and actions taken to correct problems.
Log events of shift, including system malfunctions and disruptions, into turnover log and create shift report for supervisor.

Benefits

Competitive compensation, paid weekly
Retirement Savings Plan - 401(k) including company contributions and matching funds
Tuition Reimbursement for qualified courses
Scholarship opportunities for continued education
Medical, dental, and vision insurance for yourself and eligible dependents
Paid time off
Family leave and time off
Life insurance
Wellness Programs (Raley’s Healthy Lifestyles)
Flexible Spending Account (pre-tax - commuter, childcare, and medical expenses)
Health Savings Account
Corporate store and discount programs (10% off groceries, free items)
Discounts to amusement parks, gym memberships, mobile phone plans, etc.
Employee Assistance Program (free financial, legal, and mental health services)
Charitable contribution opportunity and volunteer time off and community events
Pop up grocery market
All you can eat fruit bar