Help Desk Analyst - Information Technology #671

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Date: Jan 2, 2019

Location: La Crosse, WI, US, 54603

Company: Kwik Trip Inc

Location: Department #671  1626 Oak Street  La Crosse , WI  54603  
Requisition: 65060 
Shift: Daytime
Education Experience: Associates Degree
Employment Experience: 1-3 years

Already a Kwik Trip Co-worker?  Follow this link to apply: 

Kwik Trip, Inc. operates Kwik Trip, Kwik Star, Tobacco Outlet Plus Grocery Stores in Wisconsin, Minnesota and Iowa with over 23,000+ co-workers company wide. Kwik Trip’s IT Service Center is seeking a full time Help Desk Support Analyst to join our IT Service Center. 



  • Purpose of this position is to be the first point of contact for Kwik Trip employees seeking technical assistance. The co-worker will be responsible for taking incoming calls, emails, and Instant Messages to the ITSC Service Desk, do analytical work to determine the root cause of support issues and determine corrections to eliminate these issues. This individual will also Provide software and hardware customer support for all computer users located at the Kwik Trip Support Center, responsible for setting up new user accounts, troubleshooting hardware and software issues, and completing small projects and operational tasks as assigned.


Additional responsibilities include but are not limited to:

  • Respond to customer support calls logged in ServiceNow (call logging application) in a friendly and efficient manner
  • Log all calls in a detailed manner with accurate support call information to provide customers and IT with timely updates on potential new support issues
  • Analyze incoming calls and be proactive to discover and determine permanent resolutions to support issues and communicate these findings to others in the department
  • Maintain/update accurate solution documentation in ServiceNow Knowledge base
  • Document inventory assets such as new hardware installs and replacements using Kwik Trip’s ServiceNow Asset Tracking System Develop and maintain storage system documentation


Qualifications:  Associate degree in an Information Technology related field or equivalent training/work experience; 1-3 years’ experience in helpdesk, networking, hardware set-up and repair, software installation and support. 



Candidates should possess knowledge of the following:

  • Server and desktop operating systems (Windows 7, Windows 10, Server 2008-2016)
  • General networking (LAN WAN TCP/IP)
  • Microsoft Office 2013 and 2016 Suite
  • Full understanding of Active Directory
  • Candidate should also possess knowledge of supporting hardware and software issues.



Additional qualifications include:

  • Demonstrated ability to communicate effectively with end users
  • Excellent verbal and written communication skills
  • Excellent interpersonal skills
  • Strong analytical skills that enable this person to collect information and interpret data in order to troubleshoot and solve problems
  • Ability to multitask and perform work in an organized, timely manner
  • Ability to work independently with minimal supervision
  • Possess a valid driver’s license. 


Experience/knowledge with the following products is a plus: ServiceNow, SCCM, Cisco Jabber, Office 365 Administration, OneDrive, AS400, MDM software - AirWatch. Cisco IronPort, Hyland OnBase.


Physical qualifications: ability to lift 40 lbs. and stoop/kneel/crouch as needed for carrying and setting up equipment.



Work Schedule:  Monday through Friday, daytime hours with rotating on call responsibilities.


Kwik Trip, Inc. OVERVIEW:

For over 50 years, Kwik Trip, Inc. has operated friendly, clean, trusted, family-owned, local convenience stores in communities throughout Wisconsin, Minnesota, and Iowa. With a commitment to generosity, Kwik Trip, Inc. is dedicated to treating co-workers and guests like family. We continue to look for ways to improve our guest shopping experience and product offerings, as well as to ensure we provide a safe and fun work environment for our co-workers. We offer competitive wage and benefits and continue to invest in our family of co-workers and provide them with career advancement and growth opportunities.

Kwik Trip, Inc. is an Equal Employment Opportunity Employer.

Function: Customer Service; Information Technology; Installation - Maint - Repair; Inventory; Research; Telecommunications; Training

Nearest Major Market: La Crosse
Nearest Secondary Market: Winona

Job Segment: Information Technology, Telecom, Telecommunications, Mid-Range, Data Management, Technology, Data