IT Support Service Desk Associate, Amazon

• Experience troubleshooting integrated and interdependent computer systems
• Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and be able to frequently push, pull, squat, bend, and reach
• Experience in a dynamic environment with a high degree of customer service
• 1+ years of Windows, Mac or Linux Operating systems support experience or equivalent experience

Desirable

• Join us on our mission to once again revolutionize the way the world shops
• We are the Amazon Worldwide Grocery Store Technology Support Team, responsible for core retail technologies in state of the art physical grocery stores
• As an IT Support Assoc II, you will follow documented knowledge base articles and use your technical expertise and problem-solving abilities to perform repair and preventative maintenance of retail and sales floor technology devices post-installation, including Point-of-Sale, Department Scale, Handheld compute, and mobile retail solution technologies and related systems in Whole Foods Market stores and facilities
• You will utilize voice and agent chat for live one-on-one support as well as web portal for lower severity technology issue management
• You will troubleshoot software and hardware failures and identify network problems when they relate to the above named technologies
• With guidance, perform a variety of duties, including:
• Troubleshoot IT equipment used in Whole Foods Market stores and facilities
• Troubleshoot hardware, software, and connectivity issues
• Assist vendors in the field with triage and updates of Retail and Sales Floor technologies
• Handle support requests and procedures across the network
• Assist in training new hires
• Support customers spanning the United States, Canada, and the United Kingdom
• Continuous learning of new technologies
• In this role, you will rely on established guidelines and instruction to perform daily job functions
• This includes gaining familiarity with and assisting Whole Foods Market Team Members and third-party vendors in resolving hardware and software issues by fielding telephone calls, web chats, and email communication, diagnosing problems, performing troubleshooting activities, and dispatching vendors for hardware service
• You will monitor the incident management system to ensure timely acknowledgement and resolution of support requests, while working within established SLA parameters
• You also may perform on-call duties as required
• On the WWGS Service Desk Team, our mission is to provide exceptional, consistent, and timely technical support and solutions that enable seamless operations across all Whole Foods Market physical store locations
• Through dedication, expertise, and innovation, we strive to be the trusted technical backbone that keeps Amazon's physical stores running smoothly and efficiently