Associate Service Desk Specialist - Spokane - URM Stores Inc.

Description

Job Description

We are seeking an experienced professional to join our team as Associate Service Desk Specialist. This role provides world-class first response to incidents and service requests, assists in problem identification, and communicates various types of information with customers/users through appropriate channels.

This position requires direct contact with customers and involves performing extraordinary customer service, identifying their needs, and providing them with exceptional communication.

The Associate Service Desk Specialist will act as the first point of contact for technical assistance and resolution related to customer ordering devices, computers and computer applications, retail systems and applications, Citrix, and URM-specific and internally developed applications.

Responsibilities:

• Provide end-user support as part of a team, acting as the first point of contact for technical assistance and resolution related to customer ordering devices, computers and computer applications, retail systems and applications, Citrix, and URM-specific and internally developed applications.
• Answer inbound phone calls and emails and convert them to Incident/Request "tickets" for resolution at the appropriate level.
• Notify Service Desk Supervisor of high priority incidents/requests, critical status changes, and client complaints.
• Build rapport and elicit incident and request details from customers and users, always documenting within the IT Department ITSM toolset.
• Facilitate rapid and effective resolution of incidents by employing Knowledge Base articles, Known Workarounds, and escalations to higher levels of support, when required.
• Assist with the provisioning/modification/deprovisioning of end-user accounts.
• Perform any other duties or responsibilities as assigned by leadership.

Requirements:

• High School Diploma or G.E.D.
• 4-years prior related experience
• Ability to communicate well in written and verbal formats.
• Ability to work well as part of a team and as an individual.
• Ability to manage time and meet deadlines well.
• Ability to handle pressure well.
• Possess a solid technical understanding and strong critical thinking skills.
• Possess a strong customer service approach.

Compensation Package:

• Starting at $21.00 per hour (DOE)
• Insurance Benefits – 100% Medical/Dental/Vision/RX Insurance premiums paid by URM for employees and over 93% for dependents
• 401k Retirement Plan with up to 9% Company match
• Subsidized Life Insurance for employees and great rates for family members
• Company-paid Long-Term Disability insurance
• Short-Term Disability and Cancer Insurance available
• Life Flight Insurance at Special Rate
• Great vacation plan
• Six Paid Holidays and three Paid Personal Holidays
• Paid Sick Days
• Paid Volunteer Service Day
• Corporate discounts on gym memberships, cell phone plans, and computer discounts
• Amazing Employee Discount Program at Company-owned Grocery Stores