Support Desk Technician

Sprouts Farmers Market; Phoenix (AZ); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading grocery retailer in Phoenix, AZ is seeking a Support Desk Technician I to provide technical support for team members in stores and corporate offices. The role involves troubleshooting hardware/software issues, managing incidents, and ensuring high-quality customer service. Ideal candidates should have a High School diploma, at least two years of relevant experience, and strong analytical skills. Benefits include a competitive pay structure and opportunities for career growth.

Benefits

Competitive pay

Flexible schedules

401(K) Retirement savings plan with company match

Employee Assistance Program (EAP)

Qualifications

• Minimum 2 years’ experience working within a retail or warehouse environment.
• Preferred knowledge of cash register systems and POS operations.
• Ability to troubleshoot hardware and software problems.

Responsibilities

• Provide first level hardware, network, and software support.
• Log all incidents and user contact in a problem tracking system.
• Research, resolve and respond to incoming questions.

Skills

Troubleshooting hardware and software

Customer service skills

Analytical skills

Flexibility and adaptability

Education

High School diploma or equivalent

Tools

Microsoft Office

Active Directory

CompTIA and/or Microsoft certifications

Job description

Overview

Please note this position is based in our Phoenix, AZ Support Office. The shift is Sunday - Thursday, 10:00pm - 7:00am. The Support Desk Technician I is responsible for supporting Sprouts Farmers Market team members working in the Store locations, Distribution Centers, and Support Office. This position will allocate phone calls to the proper location, resolve software inaccuracies, interpret and resolve incoming questions, remain up to date on systems and software, and exhibit high quality customer service by ensuring all problems are dealt with in a timely manner.

Responsibilities

• Provide first level hardware, network, and software support for Team Members located at our retail stores, corporate office, distribution centers, and remote user locations. This includes but is not limited to:
  • Basic Active Directory and Exchange administration.
  • Remote diagnostic and troubleshooting of all MS Office or Windows issues.
  • Anti-virus control and remediation of infected systems.
  • Desktop imaging
  • Hardware support on desktops, laptops, mobile devices, servers, routers, and switches.
  • Disaster Recovery setup
  • Network troubleshooting, including VPN setup and circuit monitoring/management.
  • Onsite support – See below for details
  • Incident management
• Interpret, evaluate, and resolve complex problems associated with store and corporate systems.
• Log all incidents and user contact in a problem tracking system.
• Answer incoming telephone calls and monitor group email while providing immediate solutions whenever possible.
• Place service calls to outside vendors; monitor and track the call until issue is resolved.
• Follow-up with users to ensure their problem/request was resolved.
• Research, resolve and respond to incoming questions in a timely manner.
• Keep management and users updated with changes in the status of key systems.
• Stay informed and current with all procedures for systems and equipment, ensuring documentation is up-to-date and accurate.
• Provide assistance to various projects.

Qualifications

• High School diploma or equivalent
• Minimum 2 years’ experience working within a retail or warehouse environment
• Preferred knowledge of ISS45 Cash Register Systems, POS operations, and store/warehouse related systems such as inventory, ordering, receiving and shelf price audit
• Working experience with Windows Operating System and Microsoft related software products
• Working knowledge of computer hardware and software
• Ability to troubleshoot hardware and software problems and prioritize help desk requests
• Strong troubleshooting and analytical skills with ability to multi-task
• Must be able to rapidly adapt to changing business conditions and requirements
• Reliable and dependable with strong initiative
• Ability to work within strict time frames and resolute deadlines
• Must be flexible and available to provide off-hours support

Personality Traits:

• Maintain high levels of integrity and dependability.
• Maintain a focus on results, quality and customer satisfaction.
• Work well in a team environment and effectively manage work activities.
• Project a professional demeanor and appearance.
• Be extremely flexible and adaptable.
• The ability to function and stay focused in constant pressure, fast growing and ever-changing organization.
• Ability to effectively apply conflict and risk management techniques.

Technical Skills:

• Ability to effectively use/operate a PC and standard business applications such as Microsoft Outlook, Word, Excel and PowerPoint required.
• Working experience with Windows Operating Systems and Microsoft related software products required.
• Ability to effectively troubleshoot hardware (PC, laptops, printers, tablets and smartphones), software and system problems required.
• Functional understanding of network topologies and employed technologies is required.
• Working knowledge of Active Directory required.
• Retail store operations experience preferred.
• Knowledge of following Store Related Systems preferred
  • Inventory
  • Ordering
  • POS (ISS45 V8)
  • Receiving
  • Scale Management (ADC)
  • Shelf Price Audit (SPA)
  • Time Keeping (ADP)
• CompTIA and/or Microsoft certifications preferred.

Communication Skills:

• Ability to competently understand, speak, read and write English.
• Ability to effectively present information and respond to questions from groups of senior managers, peers and subordinates.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Requires excellent interpersonal communication and relationship building skills.

Benefits

In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

• Competitive pay
• Sick time plan that you can use to support you or your immediate families health
• Vacation accrual plan
• Opportunities for career growth
• 15% discount for you and one other family member in your household on all purchases made at Sprouts
• Flexible schedules
• Employee Assistance Program (EAP)
• 401(K) Retirement savings plan with a generous company match
• Company paid life insurance
• Contests and appreciation events throughout the year full of prizes, food and fun!

Eligibility requirements may apply for the following benefits:

• Bonus based on company and/or individual performance
• Affordable benefit coverage, including medical, dental and vision
• Health Savings Account with company match
• Pre-tax Flexible Spending Accounts for healthcare and dependent care
• Company paid short-term disability coverage
• Paid parental leave for both mothers and fathers
• Paid holidays

Get Paid Every Day!

Sprouts Farmers Market offers DailyPay. If you’re hired as an eligible employee, you’ll be able to transfer the money you’ve already earned at no extra cost, and get it the next business day, for free. DailyPay lets you see daily earnings and transfer funds anytime before payday.

You can learn more by visiting the daily Pay information page at: https://www.dailypay.com/partners/sprouts-farmers-market/

Why Sprouts

Grow with us!

If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, bulk goods and more in a customer-friendly setting. Grow your career in healthy living with a fast-paced, rapidly growing company and teams that empower others.

The statements are intended to describe the general nature and level of the work. This is not an exhaustive list of duties. Sprouts’ management reserves the right to amend and change duties as needed.

Sprouts will consider qualified applicants with criminal histories in a manner consistent with the Fair Chance in Hiring Ordinance.

California Residents: We collect information in accordance with California law. See this page for more information.