Associate Service Desk Specialist

URM Stores Inc. is currently looking for an experienced professional to join our team as our next amazing Associate Service Desk Specialist! As the Associate Service Desk Specialist you will provide world-class first response to incidents and service requests; assist in problem identification; monitor issues from start to resolution and communicate various types of information with customers/users through appropriate channels; and provide technical troubleshooting and resolution of computers and computer applications retail systems and applications Citrix and URM-specific and internally developed applications.

You will have direct contact with our customers and are expected to be proactive with the support of services and products. You will exceed customer expectations by performing extraordinary customer service identifying their needs and providing them with exceptional communication.

This position requires a 100% on-site presence no remote work will be allowed.

Responsibilities:

• Providing world-class end-user support as part of a team you will act as the first point of contact for technical assistance and resolution related to:
• Customer Ordering Devices o Computers and computer applications o Retail systems and applications o Citrix o URM-specific and internally developed applications
• Answer inbound phone calls and emails and convert them to Incident/Request tickets for resolution at the appropriate level.
• Notify Service Desk Supervisor of high priority incidents/requests critical status changes and client complaints.
• Build rapport and elicit incident and request details from customers and users always documenting within the IT Department ITSM toolset.
• Facilitate rapid and effective resolution of incidents by employing Knowledge Base articles Known Workarounds and escalations to higher levels of support when required.
• Assist with the provisioning/modification/deprovisioning of end-user accounts.
• Perform any other duties or responsibilities as assigned by leadership.
• Participate in the Tier I on-call rotation.

Required Minimum Qualifications and Skills:

• 4-years prior related experience
• Ability to communicate well in written and verbal formats.
• Ability to work well as part of a team and as an individual.
• Ability to manage time and meet deadlines well.
• Ability to handle pressure well.
• Possess a solid technical understanding and strong critical thinking skills.
• Possess a strong customer service approach.

Preferred Qualifications and Skills:

• ITIL v3 or v4 Foundations certification (preferred)
• CompTIA A certification (preferred) however if certification is not held candidate MUST successfully obtain certification within one year of start date.
• Retail experience (preferred)
• Point-of-Sale software/hardware experience (preferred)
• Apple OS experience (preferred)
• Chrome OS experience (preferred)
• Basic networking experience (preferred)

Ready to Make an Impact

Apply today and take the next step in your career with URM Storesthe leading food distributor in the Inland Northwest.

Since 1921 URM has proudly operated as a retailer-owned cooperative supporting independent grocers who serve their local communities. Our core business revolves around the purchasing warehousing and delivery of merchandise to our Member-Ownersretail grocers who also serve as shareholders.

As a cooperative URM allocates and returns net earnings from Patronage Department activities to its Member-Owners in the form of patronage dividends. Over the years URM has grown substantially reaching over $1 billion in sales and employing more than 2900 team members across URM and its subsidiariesRosauers Supermarkets and Peirone Produce.

We work in a supportive team environment and in addition to our amazing culture our employees enjoy many perks and below are a few of the highlights of our complete compensation package:

• An employees placement within the salary range is determined by a variety of factors including the applicable minimum wage for the location relevant education qualifications certifications experience skills seniority geographic area job performance shift assignments travel requirements and overall business or organizational needs. Salary starting at $21/hour DOE plus so much more!
• Insurance Benefits So that our non-union employees have more to take home from their paycheck URM pays 100% of the Medical/Dental/Vision/RX Insurance premiums for the employee and over 93% for the employees dependents!
• 401k Retirement Plan with an amazing Company match up to 9% of your annual salary!
• Subsidized Life Insurance for employees and great rates for the employees family.
• Company paid Long-Term Disability insurance.
• Short-Term Disability and Cancer Insurance available.
• Life Flight Insurance at Special Rate.
• Great vacation plan!
• Six Paid Holidays and four Paid Personal Holidays.
• Paid Sick Days.
• Paid Volunteer Service Day! Get paid to volunteer at your favorite non-profit!
• Experience enjoyable Company sponsored activities through events like URM March Madness Brackets Family Hockey Night with the Chiefs Holiday Mingle & Jingle with great raffle giveaways Summer Evening Wine & Music Event and Winter Break Movie Night which are just a glimpse of the fun we have to offer for employees and their families!
• Plus enjoy a variety of Corporate discounts from gym memberships cell phone plans to computer discounts!
• We also offer an Amazing Employee Discount Program at our Company-owned Grocery Stores!!!!

URM Stores Inc. is proud to be an equal opportunity employer committed to fostering an inclusive workplace. We provide equal employment opportunities to all individuals regardless of race religion color national origin citizenship sex sexual orientation gender identity age disability ancestry veteran status genetic information or any other characteristic protected by federal or state law.

We are dedicated to maintaining a work environment free from discrimination in all aspects of employment including recruitment hiring training promotions compensation and workplace practices.

Please note: All selected candidates must successfully pass a pre-employment background check and drug screening as URM maintains a drug-free workplace.