Title: Help Desk I Location: Phoenix, AZ 85028 Reports to: Help Desk Supervisor Summary The Help Desk Level I Technician is part of a team who offers support for information technology (IT) issues within Sprouts, at both the Store Support and Store levels. The role involves offering assistance to computer users who are experiencing problems, offering training on new computer systems and suggesting new, more efficient ways of working. Essential Job Functions Provides first level support to the users of Sprout's computer systems and related equipment located at our retail stores, corporate office, Distribution Centers, and remote user locations.Interprets, evaluates, and resolves complex problems reported to the help desk regarding various hardware, software, store systems, and corporate systems.Using defined escalation procedures, logs calls and escalates problems as appropriate to tier 2 support.Monitor all Support Center ticket queues; open, resolve or reassign tickets appropriately.Answer incoming telephone calls and monitors group email while providing immediate solutions whenever possible.Logs all incidents and user contact in a problem tracking system.
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