IT Service Desk Specialist — Multi-Channel Support

Weis Markets; Sunbury (Northumberland County); On-site; USD 42,000 - 54,000; Full time

Job summary

Weis Markets is seeking an IT Help Desk Associate to provide multi-channel support across the enterprise from the 1000 S. 2nd Street location. The role serves as the primary contact for associates seeking assistance and manages incident tickets end-to-end.

The ideal candidate has an IT-related degree, relevant certifications, and experience in a call center or retail/grocery environment. Strong writing, troubleshooting, and customer service skills are essential.

Qualifications

• Associate degree or higher in Information Technology or related field preferred.
• Experience in Facility or Building Maintenance is a plus.
• A Technical Certification is a plus.
• Experience in a Retail Grocery or consumer goods environment is a plus.
• Experience in a Call Center preferred.

Responsibilities

• Provides telephone, email, chat and portal submission support for the Weis Markets Enterprise.
• Acts as a single point of contact for associates needing service from Functional Support Resources.
• Creates service tickets in Weis’ incident management system for fixes and requests.
• Performs follow up on all open and aging tickets.
• Applies standard troubleshooting techniques to drive first-call resolution.
• Documents incidents with details of steps taken and results; escalates when needed.
• Coordinates with second/third level support and third-party partners for resolution.
• Uses the knowledge base to respond accurately to inquiries.
• Provides updates on status and resolution to associates, teams and leadership.
• Confirms customer satisfaction after resolution.

Skills

Customer service

Troubleshooting

Written communication

Problem solving

Stress management

Education

Associate degree in IT or related field

Technical Certification

Retail/Grocery experience

Call center experience

Tools

Microsoft Office

Incident management system

Call center software

Job description

Weis Markets is seeking an IT Help Desk Associate to provide multi-channel support across the enterprise from the 1000 S. 2nd Street location. The role serves as the primary contact for associates seeking assistance and manages incident tickets end-to-end.

The ideal candidate has an IT-related degree, relevant certifications, and experience in a call center or retail/grocery environment. Strong writing, troubleshooting, and customer service skills are essential.