Description At Coborn's, Inc. we go all out to "Be Remarkable". Our culture celebrates employee ideas and encourages creative innovations. We're growing, learning, and overflowing with energy. In a dynamic atmosphere that welcomes diversity, we are investing in our employees, along with the growth of our company. Join our grocery teams and connect with guests in a fast-paced retail position with advancement opportunities where you are encouraged to shine as you use your guest service skills. If you're friendly and dependable and you like to work with terrific guests, we'd love to talk about an opportunity on our team. About the IT Service Desk Analyst Lead: As the IT Service Desk Analyst Lead, you will provide professional technical support to end users for escalated issues and questions related to applications, computer, and network and telecom systems. You will coach the service desk team on best practices, while leading and guiding them through major outages to ensure proper protocols are followed until resolution. This position will support the ITSM application and partner with the IT Support Services Supervisor to ensure proper protocols and best practices are being followed by the team. Provide guidance and oversight of service tickets for the Service Desk Analyst I & II and provide timely professional technical support to end users for all escalated tickets from level I and II support for applications, computer, network, and telecom systems. Serve as a leader within the Support Service team by assisting with defining best practices and operating procedures, in addition to helping with onboarding, training, and development of the Support Service Team Guide, lead and collaborate with the Service Desk Analyst I & II during planned and unplanned outages, including sending regular updates to key store leadership and senior leadership to ensure they are aware of current outages until the outage is resolved. Responsible for identifying, documenting, communicating, and developing resolution to issue trends, as identified through partnership with Application Development Team. Perform proactive & reactive monitoring of networked devices through monitoring tools and monitor and react to website performance alerts and issues. Partner with Support Services Supervisor to identify trends in alerts and assist with the introduction of preventative measures and/or changes needed to eliminate repeat issues. Partner with IT Support Services Supervisor to manage the ITSM application, including any workflow design, changes to existing templates, and other design changes/additions. Serve as a member of the CAB team and primary backup to the IT Support Services Supervisor for all change management. Responsible for ensuring all changes are submitted timely with proper information, review and votes on changes. Collaborate with, and work on projects as assigned by the IT Support Services Supervisor, or in collaboration with other IT team members. Join our team and enjoy: Vacation Pay, Holidays and Sunday Premium Pay Employee Discount & Company-Sponsored Stock (ESOP) (Employee Stock Ownership Plan) Employee Growth & Development Opportunities 401(k) plans with Company Match Voluntary Benefits - Including Vision Insurance Full-Time Employees are eligible for: Medical & Dental Insurance and Tuition Reimbursement We are looking for someone who: holds an associate degree or equivalent in Information Technology or related field from a two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience. has 5+ years of experience in an IT support service role (preferred) has IT Service Management (ITSM) solutions experience (preferred) has advanced knowledge of the Microsoft Office Suites and email systems has experience working with the administration of common Microsoft operating systems, including but not limited to Windows 10, Windows Server 2016 & Description At Coborn's, Inc. we go all out to "Be Remarkable". Our culture celebrates employee ideas and encourages creative innovations. We're growing, learning, and overflowing with energy. In a dynamic atmosphere that welcomes diversity, we are investing in our employees, along with the growth of our company. Join our grocery teams and connect with guests in a fast-paced retail position with advancement opportunities where you are encouraged to shine as you use your guest service skills. If you're friendly and dependable and you like to work with terrific guests, we'd love to talk about an opportunity on our team. About the IT Service Desk Analyst Lead: As the IT Service Desk Analyst Lead, you will provide professional technical support to end users for escalated issues and questions related to applications, computer, and network and telecom systems. You will coach the service desk team on best practices, while leading and guiding them through major outages to ensure proper protocols are followed until resolution. This position will support the ITSM application and partner with the IT Support Services Supervisor to ensure proper protocols and best practices are being followed by the team. Provide guidance and oversight of service tickets for the Service Desk Analyst I & II and provide timely professional technical support to end users for all escalated tickets from level I and II support for applications, computer, network, and telecom systems. Serve as a leader within the Support Service team by assisting with defining best practices and operating procedures, in addition to helping with onboarding, training, and development of the Support Service Team Guide, lead and collaborate with the Service Desk Analyst I & II during planned and unplanned outages, including sending regular updates to key store leadership and senior leadership to ensure they are aware of current outages until the outage is resolved. Responsible for identifying, documenting, communicating, and developing resolution to issue trends, as identified through partnership with Application Development Team. Perform proactive & reactive monitoring of networked devices through monitoring tools and monitor and react to website performance alerts and issues. Partner with Support Services Supervisor to identify trends in alerts and assist with the introduction of preventative measures and/or changes needed to eliminate repeat issues. Partner with IT Support Services Supervisor to manage the ITSM application, including any workflow design, changes to existing templates, and other design changes/additions. Serve as a member of the CAB team and primary backup to the IT Support Services Supervisor for all change management. Responsible for ensuring all changes are submitted timely with proper information, review and votes on changes. Collaborate with, and work on projects as assigned by the IT Support Services Supervisor, or in collaboration with other IT team members. Join our team and enjoy: Vacation Pay, Holidays and Sunday Premium Pay Employee Discount & Company-Sponsored Stock (ESOP) (Employee Stock Ownership Plan) Employee Growth & Development Opportunities 401(k) plans with Company Match Voluntary Benefits - Including Vision Insurance Full-Time Employees are eligible for: Medical & Dental Insurance and Tuition Reimbursement We are looking for someone who: holds an associate degree or equivalent in Information Technology or related field from a two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience. has 5+ years of experience in an IT support service role (preferred) has IT Service Management (ITSM) solutions experience (preferred) has advanced knowledge of the Microsoft Office Suites and email systems has experience working with the administration of common Microsoft operating systems, including but not limited to Windows 10, Windows Server 2016 & 2
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