Desktop Support Technician II

Please note this position is in person at our Store Support Office in Phoenix, AZ.  The shift runs from 8:00am - 5:00pm 5 days a week.  The Desktop Support Technician II is responsible for in-person support within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all of the company’s hardware and equipment to ensure optimal performance.  This position works within the ITIL framework to communicate with Team Members and other functional units within the Sprouts IT Department.

Within the IT Support Desk domain, the Desktop Support Technician II requires an advanced understanding of the software used in a Microsoft office environment, PC hardware, and printer troubleshooting. A strong sense of customer-focused service is a must. Proficiency in documenting work performed and setting expectations for the timelines required to complete service is required. An understanding of ITIL aligned best practices is required.

In addition to an advanced understanding of the store support environment, the Desktop Support Technician II is responsible for process documentation. They are also given a role in the fulfillment of special projects and are expected to handle escalations from Desktop Support Technician I.

• Assists in the installation and configuration of appropriate hardware, systems, and applications for users. Ensures new users are equipped with the appropriate technical devices and support.
• Installs, supports, and maintains PC applications in a Windows based Active Directory environment. Software includes Operating Systems, MS Office, Remote Access Technologies, System Management tools and various business unit software titles
• Maintains and provides technical support to the company’s computer systems, including, but not limited to: software programs, hardware devices, operating systems, mobile devices, printers, and phone configurations.
• Ensures desktop computers, laptops, tablets, and mobile devices interconnect seamlessly with diverse systems
• Ensures secure operation of all hardware devices and services through the use of security and encryption tools, and through extensive staff training and documentation
• Provides 2nd & 3rd level support in performing analyses, testing, and updates of hardware systems. Diagnoses and solves recurring hardware and software faults to ensure the most efficient computer systems and devices for users.
• Keeps existing Knowledgebase information relevant and authors new articles.
• Maintains proper documentation as required by leadership of Corporate IT to properly track the status of all service calls, to assist the helpdesk in providing prompt response to users, and report on the progress of duties related to project participation
• Assists in developing long-term strategies and capacity planning for meeting future desktop hardware needs
• Keeps up to date on emerging technologies and recommends changes as appropriate

• 2-year degree or equivalent work experience.
• 3-5 years troubleshooting network connectivity and Remote access/VPN related technologies
• 3-5 years laptop, desktop, and server hardware support
• 3 years working experience with Microsoft Operating Systems.
• 3 years of Microsoft Office troubleshooting, all versions.
• 2 years of experience working within a ticketing platform.
• 2 years of experience with iOS and Android mobile operating systems

• Ability to effectively use/operate a PC and standard business applications such as Microsoft Outlook, Word, Excel and PowerPoint required.

• Ability to independenly research issues with Microsoft products is required.
• Advanced knowledge of Active Directory and Group Policy is required.
• Advanced knowledge of network topology is required.
• Store support environment experience is required.
• ITIL 2011 certification is required.
• Microsoft certifications preferred.
• CompTIA A and N experience preferred

• Must be flexible and available to provide off-hours support and coverage.

Personality Traits:

• Maintain high levels of integrity and dependability.
• Maintain a focus on results, quality and customer satisfaction.
• Works well in a team environment and effectively manages work activities.
• Project a professional demeanor and appearance.
• Be extremely flexible and adaptable.
• Demonstrates the ability to function and stay focused in a constant pressure, fast growing and ever-changing organization.

Communication Skills: 

• Ability to competently understand, speak, read and write English.
• Ability to produce professional written communication including project submittals, complex Visio diagrams and knowledgebase articles.
• Ability to effectively present information and respond to questions from groups of managers, project steering committees and customers. 
• Requires excellent interpersonal communications skills.

In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

• Competitive pay
• Sick time plan that you can use to support you or your immediate families health
• Vacation accrual plan
• Opportunities for career growth
• 15% discount for you and one other family member in your household on all purchases made at Sprouts
• Flexible schedules
• Employee Assistance Program (EAP)
• 401(K) Retirement savings plan with a generous company match
• Company paid life insurance
• Contests and appreciation events throughout the year full of prizes, food and fun!

Eligibility requirements may apply for the following benefits:

• Bonus based on company and/or individual performance
• Affordable benefit coverage, including medical, dental and vision
• Health Savings Account with company match
• Pre-tax Flexible Spending Accounts for healthcare and dependent care
• Company paid short-term disability coverage
• Paid parental leave for both mothers and fathers
• Paid holidays

Get Paid Every Day!

Sprouts Farmers Market offers DailyPay - if you’re hired as an eligible employee, you’ll be able to transfer the money you’ve already earned at no extra cost, and get it the next business day, for free.  We offer DailyPay so you don’t have to wait for payday to access the money you’ve already worked for. With DailyPay, you can see how much you’ve made every day and you can transfer your money any time before payday.

 You can learn more by visiting https://www.dailypay.com/partners/sprouts-farmers-market/.

Grow with us!

If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer’s market setting.  Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts’ management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

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