Computer Operations Technician

About Us Join us at WinCo Foods, where we're more than just a grocery retailer - we're a growing family of over 140 supermarkets in 10 states with over 22,000 employee owners. Our purpose is to make the lives of our customers and employee owners better by offering the lowest possible prices to feed their families. Currently, WinCo is the second largest Employee-Owned company in the United States. With more than 500 millionaire employee-owners in our Employee Stock Ownership Plan (ESOP). Our benefits, including top-tier medical plans and tuition support set us apart. In your role, you'll be instrumental in making a real impact in the communities we serve, embodying our purpose every day. Overview Job Summary Perform computer operations and troubleshooting in a 24/7 environment utilizing IBM i/AS400, Microsoft Windows and Linux operating systems. Trouble-shoot, resolve and/or escalate issues as appropriate. Manage and distribute output for user submitted or scheduled batch runs. Consistently provides friendly, courteous customer service to internal and external customers. Perform other related work. Typical Duties And Responsibilities Maintain an atmosphere of friendly, enthusiastic customer service with an emphasis of taking care of the customer. Provide exceptional customer service with users by telephone, email, and in person. Monitor operating system processes and user batch processing on the IBM i/AS400 operating systems in a 24/7 environment. Monitor and manage daily production schedule. Execute commands using documented procedures and checklist. Monitor and manage computer system resources to provide maximum throughput and adequate system response. Ensure backups occur according to production schedule on assigned systems. Offer first level support for troubleshooting incidents and routing of related Help Desk Tickets. Ensure timely response and resolution to user and support requests assigned to the Operations Desk using WinCo’s ticketing system. Handle user requests such as report printing and report distribution. Document all Operations Desk service requests, incidents and system events in the tracking software and follow-up to ensure tickets are responded to, resolved or escalated to the appropriate group. Respond to alerts and errors; perform triage on escalation according to documented procedures. Demonstrate excellent verbal, written and interpersonal communications skills in a corporate IT environment. Work with 3rd party support and equipment vendors. Perform all job duties and responsibilities with honesty and integrity. Perform other duties as assigned or needed. Requirements Education: Associates degree from an accredited university or technical institution OR an equivalent combination of education, training and/or experience in addition to experience listed below. Experience At least two (2) years supporting and troubleshooting computers, systems and software in a corporate IT environment. Operating and supporting IBM i/AS400, Networking, Microsoft Windows and LINUX operating systems. Demonstrating proficiency with Windows Office Suite (Outlook, Excel, Word, etc.) and SharePoint. Ability To Work independently in 8-12 hour shifts, with open availability including various shifts as scheduled including evenings, nights, weekends and holidays. Document details of work performed and service activities. Demonstrate initiative and self-direction. Work effectively in a team oriented corporate environment. Apply strong analytical and problem solving abilities. Analyze and diagnose technical problems utilizing documentation, software and the knowledge base. Remain detail oriented, multi-task effectively and maintain composure in a fast-paced environment. Learn new computer operations skills and demonstrate those learned through previous computer experience. Perform all tasks efficiently and accurately with confidentiality, honesty and integrity. Sit and stand for extended periods of time. Lift 30 pounds occasionally to approximate 3 feet high for loading of printers. Reach overhead to approximately 4.5 feet, bend, stoop, slide material on flat surfaces (i.e., floor, table tops, etc.) Push and pull a hand truck loaded with boxes of paper. Machines Operated Computer terminal, multi-line telephone, fax, etc. Printers (Xerox, Dell, HP, NCR etc.) Preferred Education And Experience Relevant IT industry recognized technical certifications (ITIL, Microsoft, CompTIA, etc.). At least two (2) years experience in a corporate IT environment supporting a retail business. The above statements are intended to describe the general nature of work performed by the employees assigned to this job. All employees must comply with Company policies and applicable laws. The responsibilities, duties, and qualifications required of personnel may vary. EEO/Inclusivity As the WinCo Foods community continues to grow, our variety of perspectives and wide range of experiences are essential to our strategy and success. We are committed cultivating and celebrating an inclusive environment in which all employees are valued and respected. Fraud alert: WinCo advises job seekers to be cautious of unsolicited job offers and to verify the authenticity of any communication claiming to be from WinCo by checking the official WinCo careers website.