Associate Service Desk Specialist

URM Stores Inc; Coeur d'Alene (ID); On-site; USD 28,929 - 29,618; Full time

Benefits offered by this job

100% Medical/Dental/Vision/RX premiums covered for employees

401k Retirement Plan with company match up to 9%

Paid sick days

Employee discount program at company-owned grocery stores

Corporate discounts (gym memberships, cell phone plans)

Paid holidays and personal days

Job summary

A regional grocery distributor is seeking an Associate Service Desk Specialist based in Coeur d'Alene. This full-time position requires a 100% on-site presence. Responsibilities include handling technical assistance requests, converting them to tickets, and ensuring effective communication with clients. Ideal candidates will possess strong customer service skills and 4 years of relevant experience, along with a technical problem-solving mindset. Competitive salary range of $21 - $21.50 per hour and comprehensive benefits are offered.

Qualifications

• 4 years prior related experience is required.
• Ability to communicate effectively in both written and verbal formats.
• Strong customer service approach with emphasis on support.
• Capacity to handle pressure and meet deadlines.
• Possess solid technical understanding and critical thinking skills.

Responsibilities

• Provide first point of contact for technical assistance.
• Monitor incidents and convert phone calls/emails to tickets.
• Build rapport and document interactions using ITSM toolset.
• Facilitate resolution of incidents using knowledge base.

Skills

Customer service approach

Critical thinking skills

Written communication

Teamwork

Time management

Education

4-years related experience

Tools

Point-of-Sale software

Apple OS

Chrome OS

Basic networking

Job description

Overview

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.

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.

Required Minimum Qualifications and Skills

• 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.

Preferred Qualifications and Skills

• 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.
• Point-of-Sale software/hardware experience (preferred)
• Apple OS experience (preferred)
• Chrome OS experience (preferred)
• Basic networking experience (preferred)

Ready to Make an Impact? Apply today and take the next step in your career with URM Stores—the leading food distributor in the Inland Northwest.

A Legacy of Local Impact Since 1921

For over a century, URM has been the powerhouse behind independent grocers, operating as a proud retailer-owned cooperative. Our mission? To fuel the success of local, community-focused grocery stores by handling everything from purchasing and warehousing to timely delivery of top-quality merchandise.

What sets us apart? Our unique cooperative model means our Member-Owners aren’t just customers—they’re shareholders. We reinvest in their success by returning net earnings from Patronage Department activities as patronage dividends.

Today, URM has grown into a billion-dollar enterprise, employing more than 3,000 dedicated team members across URM and our thriving subsidiaries—Rosauers Supermarkets and Peirone Produce. And we're just getting started.

We work in a supportive team environment and in addition to our amazing culture, our employees enjoy many perks, and below are a few of the highlights of our complete compensation package:

• An employee’s placement within the salary range is determined by a variety of factors, including the applicable minimum wage for the location, relevant education, qualifications, certifications, experience, skills, seniority, geographic area, job performance, shift assignments, travel requirements, and overall business or organizational needs. Salary range $21 - $21.50/hour DOE, plus so much more!
• 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.
• Six Paid Holidays and four Paid Personal Holidays.
• Paid Sick Days.
• 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!!!!

URM Stores, Inc. is proud to be an equal opportunity employer, committed to fostering an inclusive workplace. We provide equal employment opportunities to all individuals regardless of race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, disability, ancestry, veteran status, genetic information, or any other characteristic protected by federal or state law.

We are dedicated to maintaining a work environment free from discrimination in all aspects of employment, including recruitment, hiring, training, promotions, compensation, and workplace practices.

Please note: All selected candidates must successfully pass a pre-employment drug screening, as URM maintains a drug-free workplace.