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This position requires being onsite in Wyoming, MI 4 days/week.
Coordinates and provides Second level customer support for IT Teams. Ensures incidents are accurately captured/communicated/resolved, knowledge documents are created, and serves as liaison to the Help Desk, Customer Technology Support, and other IT Teams. Is responsible for coordinating primary/secondary support rotation, analysis of team incidents, problems, support process and tool training for their teams, and third party vendor support relationships. Assists with QA/QC testing where needed and completes tactical requests as assigned.
Essential Functions:
Coordinates Business Day On-Call, ensuring coverage for business hours. Maintains the primary/secondary On-Call calendars for the IT Team
Ensures incidents, problems and requests are resolved on a timely basis and information captured is complete and accurate
Monitors tickets to identify potential incident and/or problem trends and opportunities for system/process improvements
Leads the support process to review incidents and ensure preventive actions are identified, logged in JIRA and completion tracked
Identifies and ensures creation of Knowledge Documents to support HelpDesk and Customer Technology Support
Key areas of focus may also include software change management, coordination or performing upgrades, training, and documentation
Participates in Situation Meetings to provide IT Team updates and provide coordination of customer communications and resolution activities
Maintains Team Score Card, Team Profile documents
Attends support coordinator and problem post review meetings and participates in root cause analysis (RCA) as applicable
Performs other duties as assigned
Knowledge / Skills / Abilities:
Must have good written and verbal communication skills as well as good organizational and problem-solving capabilities
Must have the ability to multitask, prioritize and be able to work independently or within a team environment
Proficient in one or more program languages, operating systems and databases
Bachelor's Degree in Computer Science, Information Technology, or a related field preferred
One to Three years previous software engineering experience strongly preferred
BE PART OF AN AMAZING CULTURE WHERE WHAT MATTERS TO YOU, MATTERS TO US!Gordon Food Service values our customers and understands that their success is largely dependent upon their workforce. To demonstrate our commitment to our partnership, we will require any candidate who works for a Gordon Food Service customer to provide a letter of support from their management if they are selected for the interview process.
Gordon Food Service is an equal opportunity employer.
All qualified applicants and employees will receive consideration for employment, or in terms or conditions of employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or status as a qualified individual with disability. The EEO is the Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to talent@gfs.com and use the words “Accommodation Request” in your subject line. Please keep in mind this method is reserved for individuals who require accommodation due to a disability.
All Gordon Food Service locations are tobacco-free.
Gordon Food Service is a drug-free workplace and drug tests all employees.