Desktop Support Technician

Kwik Trip, Inc.; La Crosse (WI); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a full-time Help Desk Support Analyst to join their IT Service Center. This role involves providing effective support to end users, diagnosing hardware and software issues, and maintaining technical documentation. The company values its coworkers and offers a comprehensive benefits package, including health insurance and a 401k plan. If you have a passion for technology and excellent customer service skills, this opportunity could be a great fit for you!

Benefits

Health Insurance

401k

Paid Time Off

Bonuses based on profitability

Qualifications

• 1-3 years experience in technical service desk responsibilities.
• ITIL Certification and hardware/software certifications are desired.

Responsibilities

• Provide fast and effective support to end users via multiple channels.
• Maintain and update technical documentation in ServiceNow.

Skills

Customer Service Skills

Analytical Skills

Communication Skills

Technical Troubleshooting

Education

Associate Degree in IT

Tools

ServiceNow

Microsoft Office Suite

Active Directory

Cisco Jabber

Job description

Already a Kwik Trip Coworker? Follow this link to apply: myapps.kwiktrip.com
Location: Department 671
Shift: Daytime
Experience:1-3 years
Pay Range: $22.07to$33.11

Actual pay will be based on various factors, such as a candidate’s qualifications, skills, competencies, proficiency for the role, and internal equity. In addition to base pay, Kwik Trip gives 40% of pre-tax profits back to our coworkers with bonuses ranging from 8-12% of each coworker’s gross annual wage depending on company profitability and offers a comprehensive benefits package, including health insurance, 401k, paid time off, and more.

Kwik Trip, Inc.operates Kwik Trip, Kwik Star, Tobacco Outlet Plus Grocery Stores in Wisconsin, Minnesota and Iowa with over 30,000+ coworkers company wide. Kwik Trip’s IT Service Center is seeking a full time Help Desk Support Analyst to join our IT Service Center.

Role:

• The IT Helpdesk Analyst is responsible for providing fast and effective support to Kwik Trip end users. The Helpdesk Analyst will be required to respond to requests in person, over the phone, through chat or ServiceNow incidents to assess and diagnose computer hardware and software problems and implement effective solutions. This person may also be required to provide basic computer training or install computer peripherals.

Additional responsibilities include but are not limited to:

• Respond to customer support calls logged in ServiceNow (call logging application) in a quick and efficient manner
• Detail accurate information in the support request to provide timely updates to the support staff, leaders, and customer.
• Analyze customer support requests to identify similarities to determine permanent resolutions and communicate these findings to others in the department.
• Maintain, create and update technical documentation in ServiceNow
• Review open support requests and determine if the request requires an escalation into a support incident or problem and communicate with the escalation point of the team responsible.

Qualifications: Associate degree in an Information Technology related field or equivalent training/work experience; 1-3 years’ experience performing technical service desk responsibilities. ITIL Certification is desired, but not required. A hardware or software certification is desired, but not required. (CompTIA A+, Network+, Server+, MCSE, ServiceNow)

Candidates should possess knowledge of the following:

• Server and desktop operating systems (Windows 10, Server 2008-2019, and MAC OS X)
• General networking (LAN WAN TCP/IP)
• Microsoft Office 2013, 2016, and O365 Suites
• Full understanding of Active Directory
• IT Service Management and Ticketing applications
• Candidate should also possess knowledge of supporting hardware and software issues.

Additional qualifications include:

• Demonstrated ability to communicate effectively with end users
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Strong analytical skills that enable this person to collect information and interpret data in order to troubleshoot and solve problems
• Strong customer service skills
• Ability to multitask and perform work in an organized, timely manner
• Ability to work independently with minimal supervision
• Possess a valid driver’s license.

Experience/knowledge with the following products is a plus:ServiceNow, SCCM, Cisco Jabber, Office 365 Administration, OneDrive, AS400, EMM software - WorkspaceOne. Cisco IronPort, Hyland OnBase.

Physical qualifications:ability to lift 40 lbs. and stoop/kneel/crouch as needed for carrying and setting up equipment.

Work Schedule: Monday through Friday, daytime hours with rotating on call responsibilities.

Schedule Available: 8:00am to 5:00pm

Kwik Trip, Inc. is a family-owned, Midwest company, in operation since 1965. We are dedicated to serving our guests and coworkers while treating everyone like family. Along with our award-winning culture, we are proud to be an Equal Opportunity Employer. Learn more about Kwik Trip and our culture.
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