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IT Help Desk Analyst - Information Technology #671

Date: Apr 10, 2021

Location: La Crosse, WI, US, 54603

Company: Kwik Trip Inc

Location: Department #671  1813 Kramer Street  La Crosse , WI  54603  
Requisition: 113964 
Shift: Daytime
Education Experience: Associates Degree
Employment Experience: 1-3 years

Already a Kwik Trip Co-worker?  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 and Iowa with over 30,000+ coworkers company wide. Kwik Trip’s IT Service Center is seeking a full time Help Desk Support Analyst to join our IT Service Center. 

 

Role:

  • This position fulfills the role of a tier one support representative for all Support Center coworkers who are seeking technical assistance or require user account maintenance. The coworker will be responsible for handling incoming calls, emails, chats, and escalations to the ITSC Service Desk, performing analytical work to find the root cause of support issues and determining an appropriate remediation. This coworker will also be responsible for 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 quick and efficient manner
  • Detail accurate information in the support request to provide timely updates to the support staff, leaders, and customer.
  • Analyze customer support requests to identify similarities to determine permanent resolutions and communicate these findings to others in the department.
  • Maintain, create and update technical documentation in ServiceNow
  • Review open support requests and determine if the request requires an escalation into a support incident or problem and communicate with the escalation point of the team responsible.

 

Qualifications:  Associate degree in an Information Technology related field or equivalent training/work experience; 1-3 years’ experience performing technical service desk responsibilities. ITIL Certification is desired, but not required. A hardware or software certification is desired, but not required. (CompTIA A+, Network+, Server+, MCSE, ServiceNow)

 

Candidates should possess knowledge of the following:

  • Server and desktop operating systems (Windows 7, Windows 10, Server 2008-2019)
  • General networking (LAN WAN TCP/IP)
  • Microsoft Office 2013, 2016, and O365 Suites
  • Full understanding of Active Directory
  • IT Service Management and Ticketing applications
  • 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 - WorkspaceOne. 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.

Schedules Available:  6:30am until 3:30pm

                                    8:00am until 5:00pm

 

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; Design; Education; General Business; Information Technology; Installation - Maint - Repair; Inventory; Professional Services; Research; Telecommunications; Training


Nearest Major Market: La Crosse
Nearest Secondary Market: Winona

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