Help Desk Team Lead - Information Technology #671

Date: Nov 21, 2022

Location: La Crosse, WI, US, 54603

Company: Kwik Trip Inc

Location: Department #671  1813 Kramer Street  La Crosse , WI  54603  
Requisition: 159155  
Shift: Daytime
Education Experience: Associates Degree
Employment Experience: 1-3 years

Already a Kwik Trip Coworker?  Follow this link to apply:  myapps.kwiktrip.com 

Kwik Trip, Inc. operates Kwik Trip, Kwik Star, Tobacco Outlet Plus Grocery, and Stop-N-Go Stores in Wisconsin, Minnesota, Iowa and Illinois with over 30,000+ coworkers’ company wide. Kwik Trip, Inc.’s Information Technology Department is seeking a full-time Helpdesk Team Lead to join our IT Service Center. The Helpdesk Lead is responsible for providing professional and efficient second level Helpdesk support. This hands-on team lead will assist with the standardization of Helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT Helpdesk team.

 

Additional responsibilities include but are not limited to:

  • Provide direction and assistance to the Helpdesk team members to enable them to resolve end user tickets in a timely manner
  • Organize training and/or make arrangements for team members to receive training on the latest and best practices in handling Helpdesk related issues
  • Assist ITSC Helpdesk Supervisor with team development notes, one on one meetings, and performance appraisals to aid in progression and development
  • Assist to develop and monitor IT Service Center metrics to assess the overall quality, performance and productivity of staff
  • Serve as the first point of contact for end users seeking technical assistance over the phone, email, chat, and the ServiceNow platform
  • Diagnose, resolve and respond to end user support requests in a quick and efficient manner
  • Document and maintain accurate ticket resolution notes; provide timely updates to the support staff, leaders, and the end user

 

Qualifications: 

  • Minimum of an Associate degree in an Information Technology related field or equivalent training/work experience; at least one-year technical service desk experience.
  • Experience with Microsoft Active Directory, IT Service Management and Ticketing applications, basic network support, hardware and software configuration, installation, and diagnostics. 
  • Knowledge of Windows 10, Windows Server 2008 – 2019, and MAC OS X.
  • Knowledge of Microsoft Office 2013 and 2016 products, as well as Office 365.
  • Ability to support PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android).
  • Strong customer service and troubleshooting skills.
  • Knowledge in meeting service level commitments.
  • An understanding of Active Directory and what role it plays in a business environment.
  • Strong multi-tasking skills and the ability to work in a fast-paced environment.      
  • Strong organizational skills for documentation and instructional needs with an eye for detail.
  • Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
  • Skill in working with end users of different technical abilities.
  • Advanced computer troubleshooting, analysis, critical thinking and problem-solving skills.
  • Advanced understanding of ServiceNow ticket and lifecycle management.

 

Knowledge of these products would be a bonus: ServiceNow, SCCM, Cisco Jabber, Office 365 Administration, AS400, Enterprise Mobility Management software - WorkspaceOne, Okta, Hyland Onbase.

 

ITIL Certification, Hardware or Software Certifications (ComptTIA A+, Network+, Server+, MCSE, ServiceNow) are desired but not required.

 

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, Iowa, and Illinois. With a commitment to generosity, Kwik Trip, Inc. is dedicated to treating coworkers 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 coworkers. We offer competitive wage and benefits and continue to invest in our family of coworkers and provide them with career advancement and growth opportunities.

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

Function: Information Technology; Customer Service; General Business; Installation - Maint - Repair; Professional Services; Research; Strategy - Planning; Training


Nearest Major Market: La Crosse
Nearest Secondary Market: Winona

Job Segment: Help Desk, Information Technology, Manager, Service Desk, System Administrator, Technology, Management, Customer Service