Help Desk Analyst I

Posting Date: Apr 18, 2024

Location: Tyler, TX

Company: Brookshire Grocery Company

Brookshire Grocery Company (BGC) is a family business based in Tyler, Texas, and currently operates more than 205 stores in four states – Texas, Louisiana, Arkansas, and Oklahoma – with three distribution centers and a corporate office. BGC prides itself on offering its partners one of the most comprehensive benefits packages in the industry which includes medical, prescription drug, vision, dental, paid time off, stock ownership, a 401k retirement plan, incentive plans, employee discounts, educational scholarships, and access to BGC’s 205-acre outdoor recreation area.

Job Summary

Works with partners to investigate and resolve software and hardware related problems. Tracks and maintains service requests in a ticketing system; monitors ongoing issues and works with upper management to resolve these issues.

Essential Duties and Responsibilities

  • Assists partners experiencing technical problems with hardware and software systems by answering service requests through various forms of communication.
  • Gathers information from partners about issues and guides them through procedures to determine source of error and works to find a resolution.
  • Responsible for researching routine user problems and working to find a resolution. Works with upper management to confirm resolution before communicating back to partners.
  • Logs and tracks calls using BMC Helix ticketing system.
  • Communicates with hardware vendors to request services related to defective products.

Knowledge, Skills and Abilities

  • Basic knowledge of supported software and hardware solutions.
  • Basic knowledge of Microsoft Office applications including Excel, Word, Outlook, and PowerPoint.
  • Ability to work on-call and flexible schedules including nights, weekends, and holidays required.
  • Ability to comprehend and interpret information.
  • Ability to research information, establish facts, and draw valid conclusions.
  • Ability to learn new technology systems, methods, and processes.
  • Ability to reason, form concepts and recognize and solve problems.
  • Ability to analyze complex information.
  • Ability to communicate effectively in written and verbal form.
  • Ability to maintain confidentiality regarding sensitive information.
  • Ability to work in a fast-paced production environment.
  • Ability to maintain a high level of accuracy and productivity.
  • Ability to work on-call and flexible schedules including nights, weekends, and holidays.
  • Must be attentive to potential hazards and remedy or place appropriate warning signs or devices around or near the hazard as soon as is reasonably possible.
  • Must report any potential hazards that cannot be immediately remedied to a supervisor.

Education, Experience, and Qualifications

  • Associate’s degree and six or more months of related experience; or an equivalent combination of experience and/or higher education required.
  • Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.

Physical Demands

  • Continuously required to use close vision, distance vision, depth perception or the ability to focus.
  • Continuously required to use hands for reaching, touching, or handling.
  • Continuously required to use fine finger movements (ex. sorting and typing).Continuously required to sit for long periods of time.
  • Frequently required to talk and hear.
  • Occasionally required to push, pull, maneuver or lift objects up to 40 lbs.
  • Occasionally required to bend, kneel or squat.
  • Attendance at work is required.

Work Context and Environment

  • Work is generally performed in an office environment.
  • Quiet to moderate noise level.

Brookshire Grocery Company strives to provide a safe, drug free and alcohol-free environment for its partners and guests. The Company is an Equal Opportunity Employer and makes employment decisions without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age (40 or older), disability, genetic information or military status and any other trait protected by law.

Nearest Major Market: Tyler