Help Desk Coordinator

Company Overview:

Founded in 1929, Heinen’s is a premier grocery store chain noted for its quality products and outstanding customer service. Heinen’s has now welcomed the fourth generation of owners into the company, which operates 23 stores (19 in Cleveland, Ohio and 4 in Chicago, Illinois), two distribution warehouses, one food production plant, and a corporate office (all located in Warrensville Heights, Ohio). Culturally, we are an associate-first company that emphasizes quality of life for every associate within the organization. We offer this through a competitive compensation package, professional development and leadership opportunities, paid time off, and balanced work schedules.

Job Summary:

The Help Desk Coordinator is responsible for the initial response to incoming IT troubleshooting requests from associates at all levels of the organization. This individual will be required to offer exceptional service to their customers (typically internal) to ensure their needs are cared for even in the most stressful circumstances. This role will deal with the many different forms of technology (both hardware and software) daily.

Additionally, individuals in this role will be required to work an on-call rotation once every three weeks (5pm-6am Monday-Friday and all day on Saturday and Sunday). The on-call shift pay carries a pay premium in addition to the regular hourly rate.

Responsibilities:

• Provides fast, proactive responses to all phone calls and emails for IT related requests.
• Creates open tickets, resolve issues, and/or forward, as appropriate.
• Supports customers appropriately, with a sense of urgency.
• Works collaboratively with other IT members to resolve customer requests.

Qualifications/Requirements:

• High school diploma or equivalent required.
• Able to communicate effectively, verbal and written.
• Excellent computer skills (Microsoft Office applications and Windows). To deliver to our customer’s needs, a basic understanding of computer hardware and experience using Microsoft Office will be required.
• Able to exercise critical thinking and collaborate with team members to ensure appropriate resolutions are met.
• Pleasant and courteous phone demeanor.
• Flexible and adaptable, able to cope with unexpected events.
• Able to make appropriate decisions in a dynamic and fast-paced environment.
• Able to work 8am-5pm, Monday through Friday.

Heinen’s, Inc. provides equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law.