Position summary: The Help Desk Associate is the first level of response and support for our
stores and end-users. The position is responsible for answering, collaborating commenting,
troubleshooting, and providing resolution to first level information technology, facilities
inquiries, and support tickets.
General Purpose: To provide our customers with total satisfaction. To serve our community
through volunteerism and produce a return on assets which will assure the future prosperity of
our employees and our company. To be an ambassador of our "Living Brand" by building
relationships with our customers.
Role Qualifications:
Associate Degree in Computer Science, Facilities Management or the equivalent combination of experience and education.
Dependable transportation
Able to travel daily between required Family Express locations or other non-Family Express locations when necessary
Position Responsibilities: Prompt response to requests for support and assistance
Diagnose and resolve information technology hardware and software issues
Diagnose and resolve facilities' assets and equipment issues
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Redirect problems to appropriate resource
Identify and escalate situations requiring urgent attention
Able to identify and organize tickets according to priority
Track and route problems and requests and document resolutions
Prepare activity reports
Stay current with system information, changes and updates
Builds Relationships
Promotes Living Brand
Serves as Product Brand Advocate
Adheres to company approved accounting procedures
Promotes and is an advocate for "Safety"
Promotes Company mission statement
Fosters Company Culture
Seeks, promotes, and implements "Best Practices"
Requirements
Essential Skills and Experience: Strong conviction to assist others
Customer service oriented
Strong stress tolerance
Situational awareness
Strong analytical and reasoning skills
Ability to work independently
Ability to ensure issues are resolved the first time
Time management and the ability to organize and manage multiple priorities with sense of urgency
Excellent interpersonal and highly effective communication skills
High performance team building and strong team player
Commitment to company mission and values
Intermediate mathematical skills
Constructively deals with conflict
Adaptability, flexibility and receptive to change
Effective decision making based on sound judgment and reasoning
Knowledgeable and proficient on Microsoft Office products and software
Nonessential Skills and Experience: Associates Degree in Computer Science, Facilities Management or the equivalent combination of experience and education
Previous retail experience. Preferably convenience stores
Reporting To This Position: No direct reports
Physical demands and work environment: Physical Demands: While performing the duties of this job, the associate is required to stand for prolong periods; work longer than eight (8) hour shifts, reach climb, balance, stoop, kneel, crouch; talk or hear; smell. The employee must occasionally lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
Work Environment: Must have flexibility to work all shifts, all days of the week, when necessary. Ability to tolerate extreme temperatures for a minimum of 30 minute intervals. Exposure to dirt, dust and cleaning solvents.
