Help Desk Technician

The Help Desk Technician will answer incoming calls from store associates regarding problems with store equipment, procedures, and job functions, and address their problems with a sense of urgency related to their problem or contact the appropriate person to resolve the store’s issue. The Help Desk Technician will also acknowledge refrigeration and security alarms received from the store and contact the appropriate store personnel regarding those alarms. A Help Desk Technician must have excellent customer service skills along with good troubleshooting skills and problem-solving techniques. This is a full time and hourly position.

• Monitor, log, and call on security and refrigeration alarms.
• Answer and log all incoming calls into the Help Desk’s software system for tracking.
• Troubleshoot and place problems related to:
• Front-End Department’s equipment (i.e. registers, scanner/scales, printers, pin pads, self-checkout kiosks, etc.)
• Front-End Department’s software applications (i.e. register, self-checkout kiosks, Computer Room software, etc.)
• Money/Safe balancing issues
• EFT problems (i.e. pin pads, software applications, communications, etc.)
• Gift Cards and Phone Cards (i.e. procedures for activating/deactivating cards, troubleshooting for declined cards, checking balances, etc.)
• Price changes (i.e. downloading to the store, registers, and wireless scales)
• Back Office equipment (i.e. PCs, printers, fax machines, modems, Training Computers, etc.)
• Back Office software applications (i.e. Timekeeping Systems, Ordering, Receiving, Sales keying, E-mail, Training)
• Pharmacy equipment (i.e. PCs, printers, etc.)
• Pharmacy software applications (i.e. dispensing ordering prescriptions, inventory)
• Gas-N-Go equipment (PCs, scanners, printers, dispensers, leak detection, pumps, etc.)
• Store Department equipment (i.e. label makers, scales, Hobart equipment, etc.)
• Store Maintenance equipment (i.e. lights, doors, heating and air conditioning, plumbing, roof leaks, parking lots, various electrical problems, generators, etc.)
• Communications (i.e. Frame Relay, telephones, phone and fax lines, intercom systems)
• Security (i.e. keypads, break-ins, store security contacts, security cameras, and PCs)
• Any other problems that may arise
• Dispatch Technicians or third parties.
• Follow up on logged calls.
• Monitor the Frame Relay communication.
• Unlock Associate email and internet accounts.
• Monitor scale communication and resend appropriate changes to scales.

• High School degree required; some college preferred.
• Knowledge of retail store activities, duties, and equipment, preferred.
• Ability to relay instructions via phone.
• Ability to type with speed and accuracy.
• Basic knowledge of computer equipment, including email, and Windows applications.
• Ability to maintain strictest confidentiality.
• Excellent verbal and written communication skills.
• Ability to understand and follow verbal and/or written instructions, perform routine and repetitive tasks and have constant contact/interaction with various levels of individuals, daily.
• Ability to attend on-site work during normal business hours, in the typical work week, as well as extra time as needed to fulfill job duties through regular attendance.

Food City is a privately held, family-owned company with a driving mission to "run the best store in town." Dedicated to giving back to the communities we serve, we encourage our associates to get involved with their local civic organizations. We consider our associates to be our greatest asset. Over 13% of the company is currently owned by our associates through our employee stock ownership plan, promoting tremendous pride in the services and products we provide. Whether your passion is baking, accounting, or trucking, Food City has a promising career opportunity for you. We offer flexible schedules to ensure our associates have ample time to spend with family and friends. If you're looking for a great career or the opportunity to try something different, consider becoming part of the Food City family.