Raley's Tech Support Specialist I

Who We Are 

The Raley’s Companies is a private, family-owned, and purpose-driven retail company headquartered in West Sacramento, CA. Since our founding in 1935, our store operations have grown to include more than 235 locations across four states and four Tribal Nations under eight well-known banners: Raley’s, Bel Air, Nob Hill Foods, Raley’s O-N-E Market, Bashas’, Food City, AJ’s Fine Foods and Bashas’ Diné Market. In addition, The Raley’s Companies bridges the divide between the physical and digital retail experiences through the operation of Apium Logistics, Fieldera and FieldTRUE. Built on a higher purpose, the organization and our over 21,000 employees are committed to quality offerings, exceptional service and doing right by our team members, communities, and planet. 

Today, the Raley’s, Bel Air Markets, Nob Hill Foods and Raley’s O-N-E Market banners carry on Tom’s legacy of innovation by serving as more than grocery stores. Our purpose of changing the way the world eats, one plate at a time, has made Raley’s a trusted source for nutrition and wellness. We strive to enhance transparency and education in the food system to help customers make more informed, healthy food choices. We also serve as the destination for the best fresh products, affordable offerings, and personalized service.

Perks & Benefits

• Competitive compensation, paid weekly

• Retirement Savings Plan - 401(k) including company contributions and matching funds

• Tuition Reimbursement for qualified courses

• Scholarship opportunities for continued education

• Medical, dental, and vision insurance for yourself and eligible dependents

• Paid time off

• Family leave and time off

• Life insurance

• Wellness Programs (Raley’s Healthy Lifestyles)

• Flexible Spending Account (pre-tax - commuter, childcare, and medical expenses)

• Health Savings Account

• Corporate store and discount programs (10% off groceries, free items)

• Discounts to amusement parks, gym memberships, mobile phone plans, etc. 

• Employee Assistance Program (free financial, legal, and mental health services)

• Charitable contribution opportunity and volunteer time off and community events

• Pop up grocery market

• All you can eat fruit bar

What You Will Do 

As a Technical Support Specialist I, you will be part of our on-site Technical Assistance Center (TAC) Team, which is responsible for coordinating, diagnosing and troubleshooting incoming employee calls. This team of super stars provides 24-hour support services to employees with technical problems and I.T. issues involving desktop, laptop or network services connection. This is an opportunity for you to apply your knowledge of PC hardware, software, and systems and networks. Your attention to detail and customer service approach will allow you to communicate effectively to understand the problem and explain its solution.  

How You will Make a Difference 

• You will provide timely resolution of problems or escalation on behalf of the internal customer to appropriate IT technical staff.   
• Serve as the first point of contact for customers seeking technical assistance over the phone, email, or instant message.   
• Determine and document best solutions based on the issue and details provided by the customer.
• Identify and escalate situations requiring urgent attention.
• Follow standard help desk procedures.
• Provide case status updates to management and end-users, and inform management of reoccurring problems.
• Support and maintain effective relationships with users.
• Develop, document and implement standard operating procedures and customer service guidelines relating to IT support.   
• Monitor and respond to system operating errors to ensure accuracy of processing and recording.   
• Administer help desk software.  
• Maintain records of processing problems and actions taken to correct problems.   
• Log events of shift, including system malfunctions and disruptions, into turnover log and create shift report for supervisor. 

Qualifications:

Who You Are 

• You are committed to a culture of respect and inclusion, valuing others for who they are and the unique contributions they make.
• You like to work in a fast-paced environment
• You take initiative 
• You are detail-oriented and value accuracy
• You demonstrate strong verbal and written communication skills
• You have the ability to gain alignment across a diverse stakeholder group around priorities and plans in support of key business objectives
• You have a strong technical background in information systems

Must Haves

• BA/BS in Computer Science or related discipline preferred, or the equivalent combination of education and experience related to analytical and/or system support. 

• Minimum of one (1) year of technical support experience related to analytical and/or system support, or the equivalent combination of education, training and experience.  

• Computer literacy in helpdesk tools, spreadsheet, database, presentation, and work processing software. Basic understanding of networking concepts.  

• Ability to organize, prioritize and manage multiple assignments, and meet tight deadlines. Demonstrated ability in customer service, accuracy of work and attention to detail.  

• Ability to follow verbal and written instructions. 

• Ability to work independently and in a group environment and develop and maintain effective communication and working relationships with all customers. 

Your flexibility and open availability is required to support our Distribution center which is open 24-hours a day, 7-days a week.

Physical Demands - Employees may occasionally experience the following physical demands for extended periods of time:

• Work is performed in a business office environment. 

• Occasional travel to outside locations or meetings may be required. 

• Ability to work extended hours, as required, in support of the company’s business need. 

Permanent residency in California or Nevada is a condition of employment for this position. This means a job offer may be denied or rescinded and, if employed, employment may be terminated if an applicant/team member ceases to reside in California or Nevada.

Internal Applicants:
• No disciplinary action during the past 6 months.
• Your current leader must recommend that you apply for this position and provide endorsement upon request from HR.
• You must upload a resume and answer all application questions.

Compensation: The range displayed reflects the range the company reasonably expects to pay for the position. The actual compensation offered to the selected individual(s) will depend on their relevant education, training, or experience, among other bona fide factors.