IT Support Service Desk Assoc, WWGS Service Desk (WFM)

Join us on our mission to once again revolutionize the way the world shops. We are the Amazon Worldwide Grocery Store Technology Support Team responsible for core retail technologies in state of the art physical grocery stores. As an IT Support Assoc II you will follow documented knowledge base articles and use your technical expertise and problem-solving abilities to perform repair and preventative maintenance of retail and sales floor technology devices post-installation including Point-of-Sale Department Scale Handheld compute and mobile retail solution technologies and related systems in Whole Foods Market stores and facilities. You will utilize voice and agent chat for live one-on-one support as well as web portal for lower severity technology issue management. You will troubleshoot software and hardware failures and identify network problems when they relate to the above named technologies.

Key job responsibilities
With guidance perform a variety of duties including:

- Troubleshoot IT equipment used in Whole Foods Market stores and facilities
- Troubleshoot hardware software and connectivity issues
- Assist vendors in the field with triage and updates of Retail and Sales Floor technologies
- Handle support requests and procedures across the network
- Assist in training new hires
- Support customers spanning the United States Canada and the United Kingdom
- Continuous learning of new technologies

A day in the life
In this role you will rely on established guidelines and instruction to perform daily job functions. This includes gaining familiarity with and assisting Whole Foods Market Team Members and third-party vendors in resolving hardware and software issues by fielding telephone calls web chats and email communication diagnosing problems performing troubleshooting activities and dispatching vendors for hardware service. You will monitor the incident management system to ensure timely acknowledgement and resolution of support requests while working within established SLA parameters. You also may perform on-call duties as required.

About the team
On the WWGS Service Desk Team our mission is to provide exceptional consistent and timely technical support and solutions that enable seamless operations across all Whole Foods Market physical store locations. Through dedication expertise and innovation we strive to be the trusted technical backbone that keeps Amazons physical stores running smoothly and efficiently.

- Experience troubleshooting integrated and interdependent computer systems
- Can lift up to 49 pounds stand/walk during shifts lasting up to 12 hours and frequently push pull squat bend and reach
- Experience in a dynamic environment with a high degree of customer service
- 1 years of Windows Mac or Linux Operating systems support experience or equivalent experience

- CompTIA A CompTIA Network Cisco/CCNA Linux (Redhat) Microsoft hardware (installation) AWS or other industry relevant certifications

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The starting pay for this position is listed below. Final starting pay will be based on factors including experience qualifications and location. Starting Day 1 of employment Amazon offers EAP Mental Health Support Medical Advice Line 401(k) matching. Learn more about our benefits at TX AUSTIN - 23.00 - 37.00 USD hourly