SpartanNash Computer Support Specialist I in Grand Rapids, Michigan
At SpartanNash, relationships matter, and our Corporate team takes that sentiment to heart in the way we work as one totally aligned team, support and respect each other and share the highest standards of excellence. We’re always looking for the next great idea or a new way to approach a challenge, and we collaborate and innovate to achieve our goals.
Responsible to respond to incoming requests for service via phone, email, instant message, or voice mail. This includes receiving, prioritizing, documenting and actively resolving end user requests and escalating incidents where appropriate to maintain Service Level Agreement (SLA) expectations. Log all incidents in the incident management solution and track through to resolution.
Associate's Degree (Required) Information Technology
or related field or equivalent combination of education and/or experience.
One year experience in Computer Support or Information Technology or related area preferred.
HDI, A+, and/or ITIL certifications preferred.
Responsibilities and Essential Duties
Ensure customer satisfaction by responding to phone calls, emails, and voice mails from all areas of the organization and from independent operators supported by the Company.
Log all incidents into the Incident Management solution and track through to resolution.
Conduct level one incident determination using documented procedures and available tools, and document and/or update the ticket accordingly.
Ensure incident resolution by initiating and tracking incident assignments to technical resources and/or vendors and by keeping the customer updated on the status of the incident resolution.
Perform restorative and maintenance actions either remotely or at the end-users location to resolve end-user's incidents using troubleshooting and technical skills.
Ensure timely escalation of incidents by documenting the impact to the customer and by assigning an appropriate severity and target resolution time.
Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
Maintain confidentiality of Company and client information accessed through issue resolution/research.
The above statements are intended to describe the general nature and levels of work being performed as assigned for this job. This is not intended to be an exhaustive list of all responsibilities, duties and requirements; additional responsibilities may be assigned as needed.
Knowledge, Skills Abilities
Good written and verbal communication skills, and effective interpersonal skills to work with internal and external customers and vendors. Ability to present ideas/resolution in a user-friendly language. Customer focused, detailed, and able to multi-task and prioritize in a deadline-driven environment. Good problem-solving and organizational skills. Basic knowledge of tools used to assist customers and provide timely resolution. Experience with call management, incident resolution and escalation strongly preferred. Technical writing ability to document incoming calls and procedures helpful. Proficient typing skills. Proficient in Microsoft Office and Windows.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to lift and/or move up to 20 pounds. The associate is frequently required to sit/stand/walk. May be required to travel. While performing the duties of this position, the associate is subject to a typical office environment and is rarely exposed to outside weather conditions. The noise level in the work environment is usually low to moderate.
General office equipment (i.e., computer, telephone, copy/facsimile machine, etc.)