What are the responsibilities and job description for the Support Desk Technician II position at Sprouts Farmers Market?
The Support Desk Technician II is responsible for the everyday operations of Sprouts Farmers Market computer systems. This position provides support for all Sprouts system users through interpretation, evaluation and resolution of complex problems.
Overview of Responsibilities
- Provide second level support to the users of Sprouts Farmers Market computer systems and related equipment located at our Store locations, Support Office, Distribution Centers and remote users.
- Interpret, evaluate and resolve complex problems reported to the help desk regarding various hardware, software, store systems and corporate systems.
- Using defined escalation procedures, log calls and escalate problems as appropriate to Tier 3 support.
- Monitor all support center ticket queues; open, resolve or reassign tickets appropriately.
- Answer incoming telephone calls and monitor group email while providing immediate solutions whenever possible.
- Log all incidents and user contact in a problem tracking system.
- Place service calls to outside vendors; monitor and track the call until the issue is resolved.
- Follow-up with users to make sure their problem/request was resolved.
- Research, resolve and respond to incoming questions in a timely manner.
- Keep management and users updated with changes in the status of key systems.
- Stay informed and current with all procedures for systems and equipment, ensuring documentation is up-to-date and accurate.
Qualifications
- Bachelor’s degree Computer Science, Information Systems or a related field
- Minimum of 3 years’ experience working in the technology field; or an acceptable combination of education and experience
- Minimum of 2 years’ experience working in a Level I Help Desk
- Minimum 2 years’ experience troubleshooting Microsoft related software
- Strong verbal and written communication skills, analytical and decision-making skills, and ability to work on cross-functional teams
Benefits
In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:
- Competitive pay
- Sick time plan that you can use to support you or your immediate families health
- Vacation accrual plan
- Opportunities for career growth
- 15% discount for you and one other family member in your household on all purchases made at Sprouts
- Flexible schedules
- Employee Assistance Program (EAP)
- 401(K) Retirement savings plan with a generous company match
- Company paid life insurance
- Contests and appreciation events throughout the year full of prizes, food and fun!
Eligibility requirements may apply for the following benefits:
- Bonus based on company and/or individual performance
- Affordable benefit coverage, including medical, dental and vision
- Health Savings Account with company match
- Pre-tax Flexible Spending Accounts for healthcare and dependent care
- Company paid short-term disability coverage
- Paid parental leave for both mothers and fathers
- Paid holidays
Get Paid Every Day!
Sprouts Farmers Market offers DailyPay - if you’re hired as an eligible employee, you’ll be able to transfer the money you’ve already earned at no extra cost, and get it the next business day, for free. We offer DailyPay so you don’t have to wait for payday to access the money you’ve already worked for. With DailyPay, you can see how much you’ve made every day and you can transfer your money any time before payday.
You can learn more by visiting https://www.dailypay.com/partners/sprouts-farmers-market/.
Why Sprouts
Grow with us!
If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting. Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.
Sprouts will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Chance in Hiring Ordinance.
California Residents: We collect information in accordance with California law, please see here for more information.
