IT Service Desk Technician II

Festival Foods

Part-time,Full-time - Mid Level

11-50 employees

Food and Beverage Retailers

About the position

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

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, acting as a technical or process SME for one or more core Service Desk functions.
• Lead medium team related projects and mentor junior team members.
• 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.

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.
• 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.

Benefits

• 15% associate discount on grocery purchases for you and your immediate household.
• Weekly pay and premium pay for part-time associates on Sundays and select holidays.
• Two-week advanced scheduling for better planning and flexibility.
• 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.