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Service Desk Representative

in Sunbury, PA  17801

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Job Description Job Attributes+

  • Job ID

    JR5202

  • Job Category

    Information Technology

  • Career Area

    Store Staff

  • Job Type

    Regular

  • Schedule

    Full time

  • Job Location

    1000 S. 2nd Street
    Sunbury, PA 17801

Overview

Looking for a company that treats associates with respect, understanding, and appreciation? Looking for a company that is passionate about teamwork and the growth of it's associates and communities? That's WEIS!

Job Description:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provides telephone, email, chat and portal submission support for the entire Weis Markets Enterprise.
  • Acts as a single point of contact for all associates that need service from Functional Support Resources.
  • Creates service tickets in Weis’ incident management system for both break fixes and ad hoc requests.
  • Executes follow up to all open and aging tickets.
  • Uses common troubleshooting techniques and call control to drive toward a first call resolution for the associate.
  • Documents and records details of incidents, troubleshooting steps and results, and assigns tickets appropriately when first call resolutions cannot be attained.
  • Seeks input from second and third level support groups, including third-party vendor partners, for incident resolution.
  • Uses the department knowledge base repository to respond to inquiries in a consistent and accurate manner.
  • Provides updates to associates, functional teams and/or company leaderships on status and resolution of both outstanding IT issues and equipment repair work.
  • Verifies customer is satisfied with resolution.

Supervisory Responsibilities

  • None

Qualification Requirements

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

Education and/or Experience

  • Associate’s degree or higher in Information Technology, Computer Sciences, or related technology field is preferred.
  • Experience in Facility or Building Maintenance is a plus. 
  • A Technical Certification is a plus.
  • Experience in a call center preferred.
  • Experience in a Retail Grocery or consumer goods environment is a plus.

Technical Understanding and Knowledge

  • Demonstrates ability to work with customers and callers in a professional manner.
  • Demonstrates ability to show troubleshooting and problem solving abilities.
  • Demonstrates proficiency with modern desktop and / or mobile computer technologies such as Microsoft Office Products.
  • Demonstrates a working knowledge of Information Technology (I.T.) systems, including networking, infrastructure, and communications.
  • Demonstrates a working knowledge of Building, Facility and Equipment Maintenance infrastructure, procedure and policy.
  • Ability to research and locate relevant information on troubleshooting, routing and escalation paths in team knowledge base and document archives
  • Ability to work in a stressful environment and accept deadlines with little supervision.
  • Ability to construct meaningful sentences and has polished writing skills.

Teamwork

  • Receives general direction from and reports to the Manager, Service Desk.
  • Works successfully with and receives direction from the Service Desk Supervisor.
  • Works successfully with cross-functional project teams.
  • Works independently toward generally defined objectives.
  • Acts with a sense of urgency with respect to reporting potentially serious impacts to user and enterprise operations.

Internal Operations

  • Needs extensive understanding of business processes, the relationship between them and what technology is utilized for their executiuon.
  • Needs extensive understanding of escalation processes.
  • Complies with and enforces standard policies and procedures.
  • Possesses and demonstrates organizational awareness.
  • Ability to interface with all levels and across organizational lines.
  • Generally, operates under deadlines and may be subject to heavy workloads.

Reasoning Ability

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Other Skills, Abilities, and/or Training

The following qualities are required:

  • Ability to pass drug test
  • Ability to work weekends
  • Ability to work at home in pandemic, extreme weather or other exigent circumstances
  • Strong understanding of information processing principles and practices
  • Strong knowledge of software evaluation principles and practices
  • Good knowledge of applicable data privacy practices and laws
  • Good analytical, conceptual, and problem-solving abilities
  • High level of understanding of the organization’s goals and objectives
  • Superior written and oral communication skills
  • Excellent technical support documentation skills
  • Strong interpersonal and consultative skills
  • Ability to handle emerging technologies and trends, standards, and products as required
  • Able to prioritize and execute tasks, both independently and as part of a team, under sometimes-aggressive deadlines in an often fast-paced environment
  • Exhibit interest and positive attitude toward all assigned work, and strive for continued improvement
  • Able to put his/her hands-on experience to use and work as an individual contributor
  • Ability to present ideas in user-friendly language
  • Proficiency with Microsoft products, including but not limited to Microsoft Edge, Outlook, Teams and Word.
  • Ability to work extended days on an occasional basis.
  • Ability to work day or evening hours.

Certificates, Licenses, and/or Registrations

This position does not require certifications or a license.

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. The associate is:

  • Regularly required to do the following activities:
    • Remain seated in a normal position for long periods.
    • Use hands to finger, handle, and/or feel; the ability to type, pick, pinch with fingers, seize, hold, grasp or turn with hands, and perceive attributes of objects and materials, such as size, shape, temperature, or texture, by touching with fingertips.
    • Perform continuous operation of a personal computer for four hours or more.
    • Maintain balance while walking, standing, crouching, or running.
    • Twist upper torso.
    • Frequently required to walk about.
  • Occasionally required to do the following activities:
    • Climb stairs and/or ladders.
    • Reach up and out with hands and arms.
    • Push and/or pull up to ten (10) pounds a distance of ten (10) feet.
  • Specific vision abilities required for this job include:
    • Close vision (clear vision at 20 inches or less).
    • Distance vision (clear vision at 20 feet or more).
    • Color vision and the ability to identify and distinguish colors.
    • Peripheral vision.
    • Depth perception and the ability to judge distances and spatial relationships.
    • Adjustable focus.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. Under normal situations the associate is regularly exposed to indoor conditions with a moderate noise level.

Weis Markets is an Equal Opportunity Employer:  Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.

JOB Attributes

  • Job ID

    JR5202

  • Job Category

    Information Technology

  • Job Type

    Regular

  • Schedule

    Full time

JOB LOCATION

1000 S. 2nd Street
Sunbury, PA  17801

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    HEAR FROM OUR TEAM MEMBERS

    “What I like most about my job is the ability to serve my customers each day. In my current role, I love being tasked with the challenge of growing and developing my team and sharing success stories amongst my peers. I feel that I have not only grown into my role as a Deli Manager, but also as a person during my time here with Weis Markets. My job offers satisfaction every time I am able to train my team to be the best deli for our customers in our community."

    “I love my job making Weis Quality ice cream!”

    “Weis has provided many opportunities for growth, both personal and professional. I have welcomed the chance to train new associates and management staff. Because my job is so multifaceted it allows me to engage with our customers, associates, and vendors. There is never a dull moment!”

    "Weis Markets has given me a great opportunity!”

    "We love working at Weis because we are one big family."

    “Weis has offered me the opportunity for promotion and the ability to develop.”

    “I began my career with Weis in 1975. They have given me the opportunity to become a driver and a driver trainer. I have always recommended Weis.”

    “Being a manager for Weis Markets has given me the opportunity to build engaged teams of associates and help them achieve their goals.”

    “I enjoy working for Weis Markets because even after 34 years of experience, I’m given the opportunity to face new challenges every day. From working and challenging my associates to push for success within themselves and as a team, to maintaining customer satisfaction and needs. Being a Customer Experience Manager is the best place for me, as it is one of the most important departments and the glue holding everything together."

    “Weis Markets has helped me learn how to interact with Customers and gain that confidence. I feel like I can be myself when working here.”

    “The management team at Weis Markets makes me feel very welcomed which makes me enjoy working here.”

    “I love that it feels like a big family working here. I feel like Weis Markets cares about me as a person.”

    “Weis Markets has given me the opportunity to grow with a company which has allowed me to choose this as my career path!”

    “I love working for Weis Markets because I get to do what I love which is mentoring people and learning multiple areas of the company to further my growth and the customers experience.”

    “I have earned many opportunities for growth in my journey with Weis Markets.”

    "I love working for Weis Markets because there are many opportunities for personal and professional growth. Additionally, Weis Markets values and respects the contributions of veterans, which makes it a great place to work."

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    Weis Markets is proud to be an Equal Opportunity Employer. Learn more

    Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.