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Help Desk Analyst I

Posting Date: Aug 7, 2022

Location: Tyler, TX

Company: Brookshire Grocery Company

Brookshire Grocery Company (BGC) is a family business based in Tyler, Texas, and currently operates more than 202 stores in three 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 database; 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 a problem management database.
  • 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 SAP reporting and transactional applications.
  • Basic knowledge of Microsoft Office applications including Excel, Word, Outlook, and PowerPoint.
  • Basic mathematical skills.
  • Ability to comprehend and interpret information.
  • Ability to prepare reports and business correspondence.
  • 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 show information in presentation or diagram form.
  • 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.

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.

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.

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