REQUIRED : PLEASE ATTACH A RESUME

POSITION PURPOSE

The Field Technician I provides onsite and remote technical services to the Bashas’ retail store locations. This role is responsible for performing hardware installation, troubleshooting and break / fix repairs / replacements on PCs, POS (point of sale), in-store servers, and other technology-based equipment.

The Field Technician travels daily to store locations to repair, troubleshoot, or install new equipment and software.

ESSENTIAL JOB FUNCTIONS AND BASIC DUTIES

Performs troubleshooting and repairs / replacements of PCs, printers, payment terminals and other technology-based equipment at various locations.

Gather appropriate information, including files and content to recreate client’s problem locally when issues cannot be resolved over the phone.

Resolve end-user problems within service level agreements for each priority of all problem tickets. Provides accurate information on IT (Information Technology) products or services.

Determines and documents the best solution based on the issue and details provided by the customer. Identifies and escalates situations requiring urgent attention.

Follows standard procedures.

• Installs hardware such as PCs, printers, store servers, POS, and other technology-based equipment.
• Logs, updates, follows through, and closes all incidents. Document problem resolutions in help desk management software so that this information can be used to resolve future calls.
• Escalates issues to Lead Field Technician while keeping customer informed and up to date of status.
• Provides case status updates to management and end-users. Informs management of reoccurring problems.
• Provides continuous, courteous, and professional customer service to vendors, store personnel, and store customers.
• Maintains the company vehicle to include getting oil changes and regular maintenance checks every 5000 miles, and also keeping the vehicle stocked, clean and organized.
• Stays current with system information, changes, and updates.
• Supports and maintains effective relationships with users.
• Develops, documents, and implements standard operating procedures and customer service guidelines.

MINIMUM QUALIFICATIONS

EDUCATION AND EXPERIENCE :

BA / BS in Computer Science or related discipline preferred or the equivalent combination of education and experience related to analytical and / or system support.

Minimum of one (1) year of field technician experience or the equivalent combination of education, training and experience.

Experience with retail grocery store operations is desirable.

REQUIRED KNOWLEDGE :

• Computer literacy in helpdesk tools, spreadsheet, database, presentation, and work processing software.
• Basic understanding of networking concepts.
• Knowledge and experience with PC hardware / software principles and operating systems including current Windows desktop and Windows Server operating systems.
• Application knowledge of Kronos or Reflexis time & attendance application, NCR Emerald POS, NCR Connected Payments, DSD (Direct Store Delivery) receiving is desirable.

SKILLS and ABILITIES :

• Strong hardware repair skills preferred.
• Basic construction skills preferred.
• Network troubleshooting skills preferred.
• Demonstrated ability in customer service, accuracy of work and attention to detail.
• Ability to follow verbal and written instructions.
• Ability to work independently and in a group environment and develop and maintain effective communication and working relationships with all customers.

CERTIFICATIONS REQUIRED

Valid Arizona Driver’s license.

Weights and Measures and HIPPA certifications required within 3 months of employment.

PHYSICAL DEMANDS Employees may occasionally experience the following physical demands for extended periods of time :

• Sitting
• Driving
• Keyboarding
• Viewing computer monitor
• Bending or lifting boxes of equipment up to 60 pounds

WORK ENVIRONMENT

Work is performed at retail store locations, distribution center and corporate offices requiring frequent travel. Ability to work extended hours including evenings, weekends, and on-call shifts, as required, in support of the company’s business needs.

• Denotes essential job functions.

Last updated : 2024-07-27