Help Desk Analyst II

Company: Brookshire Grocery
Location: Tyler
Posted on: April 19, 2024

Job Description:

Brookshire Grocery Company (BGC) is a family business based in Tyler, Texas, and currently operates more than 205 stores in four states - Texas, Louisiana, Arkansas, and Oklahoma - with three distribution centers and a corporate office. BGC prides itself on offering its partners one of the most comprehensive benefits packages in the industry which includes medical, prescription drug, vision, dental, paid time off, stock ownership, a 401k retirement plan, incentive plans, employee discounts, educational scholarships, and access to BGC's 205-acre outdoor recreation area.

Job Summary

Provides technical support and assistance to partners. Resolves and troubleshoots technical issues, provides guidance and training to users, and ensures the smooth operation of IT systems and services.

Essential Duties and Responsibilities

• Provides technical support assistance to partners via phone or email.
• Escalates complex technical issues to appropriate teams or vendors for resolution.
• Diagnoses and troubleshoots hardware, software, and network issues promptly and effectively.
• Investigates routine user problems to find a resolution. Works with upper management to confirm resolution before communicating back to partners.
• Logs and tracks calls using a problem management database.
• Communicates with hardware vendors to request services related to defective products.
• Monitors IT systems and services to identify and resolve potential issues proactively.
• Creates and maintains documentation of IT systems, processes, and procedures. Knowledge, Skills and Abilities
  • Intermediate knowledge of supported software and hardware solutions.
  • Intermediate knowledge of SAP reporting and transactional applications.
  • Basic knowledge of Microsoft Office applications including Excel, Word, Outlook, and PowerPoint.
  • Basic mathematical skills.
  • Ability to comprehend and interpret information.
  • Ability to prepare reports and business correspondence.
  • Ability to research information, establish facts, and draw valid conclusions.
  • Ability to learn new technology systems, methods, and processes.
  • Ability to reason, form concepts and recognize and solve problems.
  • Ability to analyze complex information.
  • Ability to show information in presentation or diagram form.
  • Ability to communicate effectively in written and verbal form.
  • Ability to maintain confidentiality regarding sensitive information.
  • Ability to work in a fast-paced production environment.
  • Ability to maintain a high level of accuracy and productivity.
  • Ability to work on-call and flexible schedules including nights, weekends, and holidays. Knowledge, Skills, and Abilities
    • Must be attentive to potential hazards and remedy or place appropriate warning signs or devices around or near the hazard as soon as is reasonably possible.
    • Must report any potential hazards that cannot be immediately remedied to a supervisor. Education, Experience, and Qualifications
      • Associate degree and two or more years of related experience; or an equivalent combination of experience and/or higher education required.
      • Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy. Physical Demands
        • Continuously required to use close vision, distance vision, depth perception or the ability to focus.
        • Continuously required to use hands for reaching, touching or handling.
        • Continuously required to use fine finger movements (ex. sorting and typing).
        • Continuously required to sit for long periods of time.
        • Frequently required to talk and hear.
        • Occasionally required to push, pull, maneuver or lift objects up to 40 lbs.
        • Occasionally required to bend, kneel or squat.
        • Attendance at work required. Work Context and Environment
          • Work is generally performed in an office environment.
          • Quiet to moderate noise level.
            Brookshire Grocery Company strives to provide a safe, drug free and alcohol-free environment for its partners and guests. The Company is an Equal Opportunity Employer and makes employment decisions without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age (40 or older), disability, genetic information or military status and any other trait protected by law.

Keywords: Brookshire Grocery, Tyler , Help Desk Analyst II, Professions , Tyler, Texas