Store Systems Support Analyst

SUMMARY

The Store Systems Support Analyst is responsible for providing first level technology help desk support to all stores. Provide direct support to store personnel for all store systems and applications. Will also categorize, assigning severity, and documenting all problems into Remedy problem ticket system. Interface with support groups, dispatch field technicians, to minimize the operational impact to the stores. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Categorizing, assigning severity, and documenting all problems into the Remedy problem ticket system
• Providing resolutions within established time line rules by severity type
• Interfacing with second level support groups as needed
• Dispatching field technicians for on-site repair as needed
• Ensuring all systems remain operational at all times
• Performing analysis of problem types as assigned and make recommendations for business improvement
• Updating knowledge base as new problems/solutions are determined
• Corporate support basic desktop first line support
   

MINIMUM QUALIFICATIONS

• Strong knowledge of personal computer applications, i.e. Microsoft word, Excel, Power Point, Electronic mail, Web Interface.
• Knowledge/experience with POS and ISP, PLUM,Store Ordering and Web applications.
• Knowledge/experience with hardware for U-scan, registers, guns, printers, pcs and servers.

EDUCATION AND EXPERIENCE

College degree preferred or 3-5 years in retail and/or help desk

Use of AI in Our Work
At Northeast Grocery, we encourage the responsible use of artificial intelligence (AI) tools to help increase efficiency, productivity, and quality of work. Corporate team members may be expected to leverage AI-enabled tools to support tasks such as analysis, content development, problem-solving, and process improvement. All AI use must align with company policies, data privacy standards, and ethical guidelines.

PHYSICAL REQUIREMENTS