Provides level 1 technical support to team members through both incoming phone calls and portal submitted tickets
Demonstrate best practices of providing end user support
Takes part in an after-hours on call rotation/support phone calls and incidents as scheduled
Identifying, documenting, and presenting process gaps both technical and procedural.
Ability to deliver highly technical/functional end user and infrastructure support.
Demonstrate a high level of independent judgment.
Broad technical knowledge, training and understanding combined with creative and independent thinking and conceptual ability to relate work performed within broader technical and business context.
Ability to integrate knowledge, experience, and solutions across disciplines.
Performs complex assignments requiring a wider application of principles, theories, and concepts.
Expected to influence without direct control.
Excellent knowledge of personal computer hardware setup and routine software installation
Excellent foundation and understanding of the following areas of Windows and Mac Operating Systems including:
Troubleshooting capability for IT hardware and peripherals in an enterprise environment
Solid understanding of file structure, terminologies, and basic terminal knowledge
Superior customer service skills both remotely and in person.
Knowledge of the Amazon Web Services (AWS) environment
Superior understanding of collaboration products such as Office 365.
Ability to create and understand technical knowledge articles
Someone who is always looking to improve and advance themselves and their team both technically and professionally
Takes on challenging tasks or difficult questions with a mindset of win-win partnerships
Ability to multi-task and quickly adapt in a fast-paced environment
Develops and maintains cross functional relationships with other support teams
High school diploma
2 to 3 yrs. experience using and supporting:
MS Active Directory (AD)
A+ Certification Preferred
AWS Cloud Practitioner Preferred
Microsoft Windows OS and the file structure
Good knowledge Mac OS and the file structure
Amazon Web Services (AWS)
Advanced Troubleshooting skills in a multi-user environment
Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
Proven skills in PC repair, troubleshooting, deployment, and liquidation
Willingness to work flexible shifts and scheduling including nights, weekends, and holidays
At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.