Tech Support Specialist I - Raley's : Job Details

The Raley's Companies is a private, family-owned, and purpose-driven retail company headquartered in West Sacramento, CA. Since our founding in 1935, our store operations have grown to include more than 235 locations across four states and four Tribal Nations under eight well-known banners. Built on a higher purpose, the organization and our over 21,000 employees are committed to quality offerings, exceptional service and doing right by our team members, communities, and planet.

Today, Raley's carries on Tom's legacy of innovation and strives to enhance transparency and education in the food system to help customers make more informed, healthy food choices. We also serve as the destination for the best fresh products, affordable offerings, and personalized service.

As a Technical Support Specialist I, you will be part of our on-site Technical Assistance Center (TAC) Team, which is responsible for coordinating, diagnosing, and troubleshooting incoming employee calls. This team provides 24-hour support services to employees with technical problems and I.T. issues involving desktop, laptop, or network services connection. This is an opportunity for you to apply your knowledge of PC hardware, software, and systems and networks. Your attention to detail and customer service approach will allow you to communicate effectively to understand the problem and explain its solution.

You will provide timely resolution of problems or escalation on behalf of the internal customer to appropriate IT technical staff. Serve as the first point of contact for customers seeking technical assistance over the phone, email, or instant message. Determine and document best solutions based on the issue and details provided by the customer. Identify and escalate situations requiring urgent attention. Follow standard help desk procedures. Provide case status updates to management and end-users, and inform management of reoccurring problems. Support and maintain effective relationships with users. Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support. Monitor and respond to system operating errors to ensure accuracy of processing and recording. Administer help desk software. Maintain records of processing problems and actions taken to correct problems. Log events of shift, including system malfunctions and disruptions, into turnover log and create shift report for supervisor.

You are committed to a culture of respect and inclusion, valuing others for who they are and the unique contributions they make. You like to work in a fast-paced environment. You take initiative. You are detail-oriented and value accuracy. You demonstrate strong verbal and written communication skills. You have the ability to gain alignment across a diverse stakeholder group around priorities and plans in support of key business objectives. You have a strong technical background in information systems.

Must haves include a BA/BS in Computer Science or related discipline preferred, or the equivalent combination of education and experience related to analytical and/or system support. Minimum of one (1) year of technical support experience related to analytical and/or system support, or the equivalent combination of education, training, and experience. Computer literacy in helpdesk tools, spreadsheet, database, presentation, and word processing software. Basic understanding of networking concepts. Ability to organize, prioritize and manage multiple assignments, and meet tight deadlines. Demonstrated ability in customer service, accuracy of work and attention to detail. Ability to follow verbal and written instructions. Ability to work independently and in a group environment and develop and maintain effective communication and working relationships with all customers.

Employees may occasionally experience the following physical demands for extended periods of time: work is performed in a business office environment. Occasional travel to outside locations or meetings may be required. Ability to work extended hours, as required, in support of the company's business need. Permanent residency in California or Nevada is a condition of employment for this position. This department is open 24/7 and requires open availability for shift rotation.