Service Desk Representative

010 Weis Markets, Inc.; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Weis Markets is seeking an IT Help Desk Specialist to support associates via phone, email, chat and portal submissions. You will be the single point of contact for IT service requests, create and manage tickets, and drive timely resolutions.

Strong communication and troubleshooting skills are essential, with experience in an IT or retail environment preferred. The role emphasizes documenting steps, collaborating with escalation teams, and ensuring user satisfaction while maintaining service

Qualifications

• Associate degree or higher in IT or related field preferred.
• Experience in a call center or retail IT environment is a plus.
• Technical certifications are a plus.
• Strong writing and communication skills for interacting with associates.

Responsibilities

• Provide phone, email, chat, and portal support for Weis Markets associates.
• Serve as single point of contact for service requests to IT and facilities.
• Create and track service tickets in incident management system.
• Follow up on open tickets and drive first-call resolutions.
• Document incidents, steps taken, and outcomes clearly.
• Coordinate with second/third level support and vendors as needed.
• Update associates and teams on status and resolution of issues.

Skills

Help desk

Customer service

Troubleshooting

Microsoft Office

Communication

Education

Associate degree in IT or related field

Technical Certification (optional)

Tools

Office 365

ITSM/ticketing system

Networking basics

Job description

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS!

Location Address: 1000 S. 2nd Street

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides telephone, email, chat and portal submission support for the entire Weis Markets Enterprise.
• Acts as a single point of contact for all associates that need service from Functional Support Resources.
• Creates service tickets in Weis’ incident management system for both break fixes and ad hoc requests.
• Executes follow up to all open and aging tickets.
• Uses common troubleshooting techniques and call control to drive toward a first call resolution for the associate.
• Documents and records details of incidents, troubleshooting steps and results, and assigns tickets appropriately when first call resolutions cannot be attained.
• Seeks input from second and third level support groups, including third-party vendor partners, for incident resolution.
• Uses the department knowledge base repository to respond to inquiries in a consistent and accurate manner.
• Provides updates to associates, functional teams and/or company leaderships on status and resolution of both outstanding IT issues and equipment repair work.
• Verifies customer is satisfied with resolution.
• Supervisory Responsibilities None

Qualification Requirements

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

• Education and/or Experience: Associate’s degree or higher in Information Technology, Computer Sciences, or related technology field is preferred.
• Experience in Facility or Building Maintenance is a plus.
• A Technical Certification is a plus.
• Experience in a call center preferred.
• Experience in a Retail Grocery or consumer goods environment is a plus.
• Technical Understanding and Knowledge: Demonstrates ability to work with customers and callers in a professional manner.
• Demonstrates ability to show troubleshooting and problem solving abilities.
• Demonstrates proficiency with modern desktop and / or mobile computer technologies such as Microsoft Office Products.
• Demonstrates a working knowledge of Information Technology (I.T.) systems, including networking, infrastructure, and communications.
• Demonstrates a working knowledge of Building, Facility and Equipment Maintenance infrastructure, procedure and policy.
• Ability to research and locate relevant information on troubleshooting, routing and escalation paths in team knowledge base and document archives.
• Ability to work in a stressful environment and accept deadlines with little supervision.
• Ability to construct meaningful sentences and has polished writing skills.

Weis Markets is an Equal Opportunity Employer: Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.

At Weis Markets, we firmly believe that together, we can achieve anything!

Recognizing that our associates are the backbone of our company, it’s a fact that as our associates grow, opportunities are created for others!

Being a family company, we’re always looking for friendly and energetic people to join our team to bring creativity and insight to help our company and communities we serve continue to grow and prosper.

Known for talent development at all levels, Weis provides growth and endless career opportunities for people at all stages in life!