Bashas' Tech Support Specialist I - Chandler, AZ

Raley's; Chandler (AZ); On-site; USD 42,000 - 64,000; Full time

Job summary

Bashas', part of The Raley's Companies, is seeking a Technical Support Specialist I for its on-site Technical Assistance Center in Arizona. The role focuses on diagnosing and resolving employee IT issues related to desktops, laptops, and networks.

The position emphasizes customer service, problem solving, and procedures, with a 24/7 support environment and opportunities to document solutions and improve standard processes.

Qualifications

• Bachelor's degree or equivalent in CS or related field.
• Minimum 1 year of technical support experience.
• Proficient with helpdesk software and basic networking concepts.

Responsibilities

• Provide timely resolution of problems or escalation to IT staff.
• Serve as the first point of contact for technical assistance via phone, email, or chat.
• Determine and document best solutions based on issue details.
• Identify and escalate urgent situations.
• Follow standard help desk procedures.
• Provide case status updates to management and end-users.
• Maintain effective relationships with users.
• Develop and implement standard operating procedures and guidelines for IT support.
• Monitor system errors to ensure data accuracy.
• Maintain records of problems and actions taken.
• Log shift events and create shift reports for supervisor.

Skills

Customer service

Multitasking

Attention to detail

Communication

Problem solving

Time management

Teamwork

Education

BA/BS in Computer Science or related discipline

Equivalent education and experience

Tools

Helpdesk tools

Spreadsheets

Databases

Presentation software

Word processing software

Job description

Who We Are

Bashas' is a family-owned, regional grocer that operates in Arizona, New Mexico and serves four Tribal Nations under five well-known brands including Bashas', Food City, AJ's Fine Foods, Eddie's Country Store, and Bashas' Diné supermarkets. Founded in 1932, Bashas' has a rich history of serving communities with quality products and great customer service.

Shared values led Bashas' to join The Raley's Companies in 2021, strengthening our business through technological advancements, shared learning, leadership development, and new offerings. With more than 21,000 team members, we are united by a higher purpose: to deliver quality offerings, exceptional service, and to do right by our people, communities, and planet.

Position Purpose

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.

What You'll Do & How You'll 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.
• Identify and escalation 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.

Education and Experience

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.

Skills & Abilities

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 our Technical Support Center which is open 24-hours a day, 7-days a week .

Work Environment

Work is performed in a business office environment.

Occasional travel to outside locations or meetings may be required.

Ability to work extended hours, as required, in support of the company's business need.

Internal Applicants

• No disciplinary action during the past 6 months.
• Your current leader must recommend that you apply for this position and provide endorsement upon request from HR.

Permanent residency in Arizona, New Mexico, 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 one of these states.

Compensation: The range displayed reflects the range the company reasonably expects to pay for the position. The actual compensation offered to the selected individual(s) will depend on their relevant education, training, or experience, among other bona fide factors.