Support Desk Analyst
United Supermarkets - Lubbock, TX

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If chosen for this position, I promise to Greet, Sell and Serve each guest to the best of my ability at all times.

The Support Desk Analyst will be the first point of contact for all technical issues and requests for the Store Support Center, Distribution Center and Stores.

Serve as the first point of contact for the Store Support Center, Distribution Center and Stores for all issues and requests of a technical nature, and log all issues and requests in our support desk software.

Answer, log, and field incoming phone calls to the Support Desk.

Manage incoming issues and requests using our support desk software and address them within the Support Desk, or route them to the most capable ET team member of external service partner for resolution.

Provide assistance with store ordering errors, questions or research where possible.

Build and maintain relationships with the business in order to improve the overall level of service delivered to our guests.

Work with senior Support Desk staff to expand knowledge of United systems; transfer knowledge of United systems to newer Support Desk Analysts.

Strive to gain experience and knowledge through formal training programs and certifications in the IT field.

Address issues and requests within the Support Desk, or route them to the appropriate ET team members or external service partners.

Assist in maintaining documentation from subject matter experts of newly discovered or acquired solutions, processes and procedures in a centralized knowledge base.

Maintain store handheld equipment, including configuration of new equipment and troubleshooting and/or repair of existing equipment.

Assist with maintenance and loading of store order schedules and research ordering issues and resolve where possible.

Other duties as requested by management.


Minimum 2-year degree in IT-related field, or 3 years experience in IT-related field.

3-4 years experience in a call center environment preferred.

General hardware / software troubleshooting skills are required.

Working knowledge of Lotus Notes is preferred.

Confident knowledge of:
Windows XP Professional

Active Directory

MS Office

Previous experience with:
General Windows networking

SQL language and databases

General PC Troubleshooting (Printers, Wireless, etc.)



Ultimate Service


Performance Positive Impact


Store Support Center

Primary Location

Lubbock-7830 Orlando Ave (Store Support Center)


United Supermarkets



About this company
80 reviews
From Muleshoe up to Dalhart and over to Pampa, United Supermarkets keeps the Texas Panhandle well fed. The grocer has about 50 supermarkets,...