ENTERPRISE TECHNOLOGY SERVICE DESK ANALYST at The Kroger Co. in Blue Ash, Ohio

Job Description:

Provide hands-on technical support to end-users. Ensure a seamless friendly technology experience with timely resolution is implemented on a consistent basis. Troubleshoot hardware and software issues and be the go-to person for technology advice to ensure associates and visitors technology runs smoothly. Must be passionate about helping others, thrive in a dynamic tech environment, and enjoy turning IT complexities into simple solutions. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.From one tiny Cincinnati grocery store more than a century ago, we've grown into what today is the nation's largest grocer with nearly 2,800 stores in 35 states operating under 28 different names. As America's grocer, we take pride in bringing diverse teams with a passion for food and people together with one common purpose: To Feed the Human Spirit. With a history of innovation, we work tirelessly to create amazing experiences for our customers, communities AND each other, with food at the heart of it all.

Here, people matter. That's why we strive to provide the ingredients you need to create your own recipe for success at work and in life. We help feed your future by providing the value and care you need to grow. If you're caring, purpose-driven and hungry to learn, your potential is unlimited.

Whether you're seeking a part-time position or a new career path, we've got a fresh opportunity for you. Apply today to become part of our Kroger family!MINIMUM

• 1 year of experience in supporting a specific technology domain or system
• Knowledge of Microsoft products
• Knowledge and understanding of technology infrastructure, systems, procedures, and project life cycles
• Communication skills to effectively share information with business leaders and stakeholders
• Ability to articulate technology information to all levels of the organization
• Knowledge of Microsoft Office 365
• Ability to collaborate in a team environment
• Ability to learn and implement new technology functions

• Associate Degree in a technology discipline
• Any knowledge of Android, Apple, Microsoft, networking, PC, desktop, audio/video, telephony, end user software, and related hardware

• Provide friendly and approachable frontline support to associates technology related issues and inquires
• Assist customers in moving their technology equipment
• Resolve problems and change consumables for multi-function devices and printers
• Provide first and second line technical support for MS suite of products, laptops, mobile devices, printers, AV, and telecommunication equipment
• Provide initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion
• Ensure calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed
• Respond to satisfaction surveys and look for improvement opportunities
• Proactively monitor the Support Bar looking for potential issues and highlighting them as appropriate.
• Ensure all documentation and the CMDB (Configuration Management Database) is always kept up to date
• Review weekly changes to ensure proper association between recurring incidents and change activities
• Travel to other local corporate locations
• Have a strong work ethic, be committed to customer success in their use of technology, and demonstrate a passion to ensure high customer satisfaction
• Must be able to perform the essential job functions of this position with or without reasonable accommodation