Job Description

Salary: 85,000 - 125,000 USD per year Requirements:

• Bachelor’s degree or equivalent experience preferred.
• Experience in computer systems or IT support is preferred.
• Understanding of multi-platform environments.
• Excellent customer service and interpersonal skills, including telephone etiquette.
• Ability to apply customer service standards and follow guidelines, as well as to assist others in interpreting policies.
• Thorough understanding of the trouble ticket process.
• Excellent organizational skills.
• Strong oral and written communication skills (technical and non-technical).
• Demonstrated problem-solving skills.
• Ability to maintain a high level of client trust and confidence in the group’s technical knowledge and concern for client needs.
• Capable of engaging in multiple projects throughout all phases of the life cycle, ensuring adherence to established directions and standards.
• Broad knowledge of applications, networks, and desktop environments.
• Availability to work every other weekend and some holidays.

• Provide leadership and accountability for Support Services in the absence of Management.
• Deliver quality support to Support Services team members and customers, demonstrating a strong commitment to customer service, technical expertise, and timeliness.
• Regularly interact with Senior leadership and customers, employing effective interpersonal communication and problem-solving skills.
• Utilize patience and problem management techniques to resolve issues.
• Adhere to established standards in problem resolution, ensuring follow-through with users.
• Manage and escalate incidents as necessary, including High/Critical issues, with timely communication following proper procedures.
• Lead the process for all Critical issues and engage Incident Management and Senior Management as needed.
• Review all Critical Notification pages before distribution, ensuring accuracy in all communications from Support.
• Assess incident criticality and take charge of issues to ensure timely resolution.
• Provide creative solutions to moderate user problems to enhance productivity.
• Enhance support methods and improve communication skills through coaching and feedback.
• Assist in resolving user and support issues across company sites to ensure knowledge distribution and positive user satisfaction.
• Research and respond to questions via telephone, email, and chat in accordance with established standards and timelines.
• Escalate incidents to appropriate individuals based on established guidelines.
• Support Help Desk team members in accurately addressing issues while maintaining dignity and respect for all involved.
• Monitor active incidents to ensure proper handling, communication, and resolution.
• React to call volumes based on staffing forecasts and daily attrition.
• Assist with team projects and reporting to enhance Helpdesk service quality or efficiency.
• Stay updated on relevant product offerings and support policies to deliver technically accurate solutions to customers.

• Support
• React
• Network

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As a family-owned company, we are dedicated to serving people and communities. When you join us at Meijer, you will have access to career resources and community opportunities aimed at leadership, personal growth, and development. We offer Meijer Rewards, including weekly pay, scheduling flexibility, paid parental leave, paid education assistance, team member discounts, and various development programs designed for advancement and career growth. If you are interested in joining our family, we encourage you to review the job profile and consider applying today.

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