WinCo Foods, Inc
Job Title: Help Desk Clerk Date: 9/12
Job Summary
Provides customer support for stores, warehouses and the general office. Operates and trouble shoots computer equipment in a windows and AS400 environment.
Typical Duties and Responsibilities
Primary:
• Manage Helpdesk requests from internal users; trouble shoot hardware, software, operating systems and network connectivity issues.
• Ensure timely response and resolution to user and support requests assigned to helpdesk using WinCo’s ticketing system.
• Operate consoles and peripherals, including tape drives and printers, in accordance with operational requirements and procedures.
• Assist with various administrative and record-keeping activities such as fixed asset inventory, and user account management. Update and maintain IT documentation as needed.
• Perform updates and system recycles in accordance with documented procedures.
• Respond to alerts and errors; perform triage on escalation according to documented procedures.
• Document all Helpdesk service requests, incidents and system events in the tracking software and follow-up to ensure tickets are responded to and either resolved or escalated to the appropriate group.
• Maintains database on issues and solutions.
• Provides training and support on software applications.
• Works with 3rd party support and equipment vendors.
• Configure office printers, Motorola RF devices and Zebra printers.
• Assist with user logins to various systems including Microsoft Active Directory and AS400
Requirements
Education:
• Associates degree from an accredited university or technical institution OR equivalent combination of education, training and/or experience in addition to experience listed below.
Experience:
• At least one (1) year operating and troubleshooting computers and windows software in a work setting.
• With responsibility for call tracking applications.
• Providing exceptional customer service with users by telephone and in person.
• Applying working knowledge of Microsoft computer operating systems in a work setting.
• Retaining multiple computer passwords to maintain system security.
• Demonstrate excellent verbal, written and interpersonal communications skills in a work setting.
• Documenting work and customer service activities.
• Applying strong analytical and problem solving abilities.
• Prioritizing and executing tasks in a high-pressure environment.
• Demonstrating initiative and self-direction.
• Working effectively in a team oriented environment.
Ability to:
• Work 10-12 hour shifts, with open availability including various shifts as requested or scheduled including evenings, weekends and holidays.
• Learn new computer operations skills and demonstrate those learned through previous computer experience.
• Visually read and write manuals, memos, assignments, etc.
• Analyze and diagnose technical problems utilizing documentation, software and knowledge base.
• Remain detail oriented, multi-task effectively and maintain composure in a fast-paced environment.
• Maintain effective working relationships with IT groups and business users.
• Communicate effectively, verbally and in writing.
• Sit for extended periods of time.
• Bend at waist and twist upper body frequently.
• Perform repetitive use of hands and keyboarding continuously.
• Lift and carry weights up to 30 lbs. frequently.
• Perform all tasks efficiently and accurately with confidentiality, honesty and integrity.
• Perform other duties as assigned or needed.
Machines Operated:
• Computer terminal, multi-line telephone, fax, etc.
• Printers (Xerox, Dell, HP, NCR etc.)
• Handheld RF devices
Preferred education and experience:
• Relevant industry recognized technical certification.
• Direct experience in a helpdesk environment.
The above statements are intended to describe the general nature of work performed by the employees assigned to this job. All employees must comply with Company policies and applicable laws. The responsibilities, duties, and qualifications required of personnel may vary.
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