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URM Stores Inc · 1 week ago

Associate Service Desk Specialist

Spokane-CdA Area

Full-time

Onsite

Mid Level

$21/hr - $21.50/hr

4+ years exp

URM Stores, Inc. is currently looking for an experienced professional to join our team as our next amazing Associate Service Desk Specialist. In this role, you will provide world-class first response to incidents and service requests, assist in problem identification, and ensure effective communication with customers while providing technical troubleshooting and resolution of various applications and systems.

Food and Beverage

Hiring Manager

Joseph Stordahl

Responsibilities

Providing world-class end-user support as part of a team, you will act as the first point of contact for technical assistance and resolution related to:

Customer Ordering Devices o Computers and computer applications o Retail systems and applications o Citrix o 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

Participate in the Tier I on-call rotation

Qualification

ITIL v3V4CompTIA A+Technical troubleshootingCustomer serviceRetail systemsPoint-of-Sale softwareApple OSChrome OSBasic networkingPressure handlingCommunication skillsTeamworkTime managementCritical thinking

Required

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

Preferred

ITIL v3 or v4 Foundations certification (preferred)

CompTIA A+ certification (preferred) however, if certification is not held, candidate MUST successfully obtain certification within one year of start date

Retail experience (preferred)

Point-of-Sale software/hardware experience (preferred)

Apple OS experience (preferred)

Chrome OS experience (preferred)

Basic networking experience (preferred)

Benefits

Insurance Benefits – So that our non-union employees have more to take home from their paycheck, URM pays 100% of the Medical/Dental/Vision/RX Insurance premiums for the employee and over 93% for the employee’s dependents!

401k Retirement Plan with an amazing Company match up to 9% of your annual salary!

Subsidized Life Insurance for employees and great rates for the employee’s family.

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 four Paid Personal Holidays.

Paid Sick Days.

Paid Volunteer Service Day! Get paid to volunteer at your favorite non-profit!

Experience enjoyable Company sponsored activities through events like URM March Madness Brackets, Family Hockey Night with the Chiefs, Holiday Mingle & Jingle with great raffle giveaways, Summer Evening Wine & Music Event, and Winter Break Movie Night, which are just a glimpse of the fun we have to offer for employees and their families!

Plus, enjoy a variety of Corporate discounts, from gym memberships, cell phone plans, to computer discounts!

We also offer an Amazing Employee Discount Program at our Company-owned Grocery Stores!!!!