IT Service Desk Technician II

Festival Foods - De Pere, WI

Part-time,Full-time - Mid Level

De Pere, WI

11-50 employees

Food and Beverage Retailers

About the position

The IT Service Desk Technician II at Festival Foods is a key role within the IT Department, responsible for providing customer-focused technical support for end-user devices and applications. This position involves triaging incidents and service requests, ensuring timely responses, and maintaining high levels of customer service. The technician will also mentor junior team members and lead projects, contributing to continuous improvement initiatives within the IT service management processes.

Responsibilities

• Serve as the primary point of contact for IT by responding to IT support requests (incidents and service requests).
• Review IT ticket queues, document support and diagnostic activities, and escalate issues as required.
• Promote cross-team relationships with other IT support team members to facilitate timely responses and resolutions.
• Monitor progress and keep customers informed while providing excellent customer service.
• Provide general remote support for all IT approved technologies.
• Follow standard Service Desk procedures and department policies.
• Adhere to the department performance metrics/KPIs (key performance indicators).
• Build and maintain advanced skillset/knowledge with specialized knowledge and experience.
• Act as the Primary Process Owner for one or more ITSM processes, responsible for the strategy and growth of assigned process(es).
• Lead medium team related projects and mentor junior team members.
• Provide Level II support escalation for complex problems when needed.
• Automate manual tasks and lead continuous improvement initiatives.
• Author, edit, and QA knowledgebase articles.
• Assess and recommend the potential of emerging technologies and innovation ideas.
• Perform other duties as assigned.

Requirements

• Bachelor's degree or equivalent in professional experience.
• 3+ years of progressive experience providing end user IT technical support.
• Strong technical skills supporting PCs (laptops/desktops), printers, and a variety of Android handheld devices (tablets, handhelds, etc.).
• Process and procedure driven with a good understanding of Service Desk methodology (ITIL), ticket management best practices, and metrics.
• Customer-focused, customer service oriented with a positive attitude.
• Desire for continuous learning, willingness to learn, and coachable.
• Ability to work independently, plan, prioritize, and organize work with minimal supervision. Attention to detail.

Benefits

• 15% associate discount on grocery purchases for you and your immediate household.
• Weekly pay for hourly associates, with premium pay on Sundays and select holidays.
• Two-week advanced scheduling for better planning and balance.
• Vision and dental insurance options for part-time and full-time associates.
• Support for total well-being including paid parental leave and fitness reimbursement program.
• 401(k) and Employee Stock Ownership Plan (ESOP) for retirement savings.