Job Directory Help Desk Support Specialist

Help Desk Support Specialist
Emeryville, CA

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Job Description

The Challenge:

This is an exciting entry level role on the IT Infrastructure team. As our 2nd Help Desk Support Specialist, you will work alongside a team focused on helping you succeed and grow. You will provide level 1 help desk support for the systems used at our corporate office, warehouses, stores and by field employees. If you have strong customer service skills, a natural aptitude for technology and a positive attitude, we welcome you to read on. If you decide to apply, make sure the first line of your cover letter lists your favorite mobile device and the reason it is your favorite.

More specifically, you will be actively involved in the following areas:

* Triage internal customer help desk requests via email, ticketing system, phone and face-to-face interaction
* Setup, configure and troubleshoot software, user accounts and hardware (Windows, Mac and mobile devices)
* Help identify root causes, so the entire team can put proactive measures in place to reduce repeat issues
* Create and update team documentation and procedures
* Perform other duties as assigned

What you need to succeed:

* Degree or certificate from a college or technical school in computer science, information systems or other relevant degree and/or 2 years of equivalent combination of education, training, and experience
* Strong ethics, integrity and positive attitude
* Excellent written and oral communications skills
* Strong customer service skills and ability to manage expectations and relationships with internal customers
* Excellent critical thinking, problem solving and troubleshooting skills
* Interest in learning about the business and being a part of a collaborative IT team that contributes to the success of the organization
* Strong knowledge and experience with Windows 7 and Windows 10 operating systems
* Strong knowledge and experience with Microsoft Office Suite of applications 2007, 2010, 2013 and Office 365
* General knowledge of DNS, DHCP, Microsoft Active Directory, Microsoft Exchange, Google Apps
* Strong desire to stay current and learn new technologies
* Interest in participating in creative discussions about innovative ways to improve systems and service our customers
* Knowledge of Windows Server and/or IBM i operating systems a plus
* Must be able to work independently, stay organized and prioritize throughout the day

About Grocery Outlet:

Grocery Outlet ( is the leading extreme value retailer in the United States, serving bargain-seeking customers since 1946. The Grocery Outlet Bargain Market brand currently includes over 300 independently operated stores in California, Nevada, Oregon, Idaho, Washington and Pennsylvania. Privately held, Grocery Outlet generates annual revenues exceeding $2 Billion and employs nearly 1,000 people across the US. Headquartered in Emeryville, California, Grocery Outlet has been family operated for over 70 years and has a rich history of putting customers and employees first.

About the IT Team:

The members of our IT team push the boundaries of technology and go above and beyond to support stores and customers. The three sections within IT: Application Development, Store Systems, and IT Infrastructure work closely together to deliver timely solutions to benefit the entire Grocery Outlet ecosystem. Our Helpdesk and support team works with cutting-edge tools and systems. We are problem-solvers, go-getter and service-oriented! Our team is driven by passion, embraces creativity, hard work and promotes collaboration. We are focused on solving important problems and committed to WOWing our customers! An ideal addition to the team will bring passion, dedication, humor, energy, attention to details and deep expertise.

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