Help Desk Technician I- San Antonio, TX

H-E-B is a leading innovator in technology, and our Digital Partners collaborate to design, construct, implement, and support technology solutions that affect operations company-wide.

As a Help Desk Technician I, you'll serve as a technical agent, working under immediate supervision and from detailed verbal / written instructions, providing support to one or more of the following areas: IT Helpdesk, DSD Help Desk, POS / Bookkeeping Help Desk, or Order and Billing Services.

Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company.

Do you have a:
HEART FOR PEOPLE... excellent customer service skills?
HEAD FOR BUSINESS... preference for combining technical knowledge and customer support?
PASSION FOR RESULTS... ability to troubleshoot?

We are looking for:
- 0+ years of experience
- Certification in electronics and / or A+ certification
- Experience in two or more areas of Store Operations

What is the work?
IT Technical Support / General Help Desk / Customer Service
- Accepts calls from on-line users, records all Help Desk requests in the Help Desk call management system, attempts to provide initial problem identification and possible solutions (first call resolution [FCR]), and escalates to appropriate level if unable to resolve within a defined timeframe
- Assists in training users in problem-reporting procedures (e.g., identifying nature of problem, applying corrective action, possible prevention application, etc.)
- Assists in reporting all network faults, including hardware, software, Vendor maintenance, and circuit problems to responsible parties
- Assists / Coaches Partners on the accepted use and functionality of HEB - s Corporate Password and PartnerNet systems
- Uses system monitoring tools to proactively identify and resolve incidents as appropriate
- Serves as first point of contact for 911 reports pertaining to all Tier 1 applications and systems
- Regularly engages and communicates current issues and trends with both the Service Desk and other support team members via current instant messaging solution.
- Assists with call and ticket overflow from other Service Desk areas as needed and directed by Floor Coverage/Supervisor

DSD Help Desk
- Answers questions pertaining to DSD policies
- Assists in DSD invoice corrections / adjustments / voids
- Troubleshoots / corrects money order print problems and beer Vendor payments
- Coordinates item authorization / activation between Stores, Procurement, buyers and pricing departments
- Assists in resolving cost, retail, pack, Dex / Nex, invalid UPC, RMS maintenance, plan-o-gram, and Vendor credit invoice questions and problems
- Utilizes remote access tools and processes to review and Unlock Vendor invoices in the Stores Invoice receiving (CT2020) system.
- Regularly interacts with DSD Accounting to assist Stores with issues regarding inaccurate payment or credits to / from Vendors

Point of Sale (POS) / Bookkeeping
- Resolves questions and problems related to cashier operator numbers, proof balances, balancing reports, report discrepancies, operator setup, Service Centers (tickets, utilities, money orders, policies), detail movement, bank cashier settlement issues, Soap COA, promo procedures, gift / phone cards, courtesy card procedures, PLU updates and EBT / EPS downtime procedures (Lone Star and electronic payment system)
- Remotely logs off Store operators from POS lanes as needed
- Assists Partners with drink/lotto machine meter reading adjustments / new machines placed in ESF (Soap File)
- Works closely with various business departments and teams (Store Accounting, Treasury, Service Co) to research reported discrepancies and variances that are reported by store or customers
- Performs multiple steps to comply with corporate requests to modify Peso conversion rates in Stores
- Thorough understanding of HEB - s current Self-Checkout systems, Cash Handler systems, and Systems and services utilized in our Store Business Centers

Order and Billing Services
- Manages / verifies daily billing process call windows
- Submits / closely monitors multiple batch jobs to load Store orders into front end of billing (FEOB) system; reports issues with jobs; monitors through to resolution
- Creates / loads proration information into Proration system and FEOB system; monitors Procurement Team- loaded prorations, as well
- Creates / manages confirmation billings for Warehouse (Whse) to Whse transfers, Store Hot Shot requests, special orders, and emergency situations (natural and other disasters or outages)
- Works closely with Transportation, Whse, Procurement, CIM, and technical teams as needed
- Maintains / updates Store / Whse generic class sourcing table
- Provides research assistance to Store / Whse Partners on billing anomalies (shortages, overages, scratches)
- Works closely with Store Partners to answer questions about ordering issues; troubleshoots / resolves technical issues on ordering and the multiple ordering systems

What is your background?
- 0+ years of experience
- Certification in electronics and / or A+ certification
- Experience in Store Operations, including at least two of the following areas: Shelf Edge, Bookkeeping, Service Lead, Receiving, Department Lead, eStore/Curbside

Do you have what it takes to be an H-E-B Help Desk Technician I?
- Strong working knowledge / background in H-E-B systems and equipment (Symbol, POS, bookkeeping equipment, receiving equipment, SRS / OLO, etc.)
- Strong drive on continuing education and training both internally and externally
- Strong PC usage and trouble-shooting skills
- Working knowledge of all Store, Warehouse, and corporate hardware, software, and application
- Superior telephone etiquette skills
- Verbal / written communication skills
- Strong analytical and problem-solving skills
- Time-management and organization skills
- Ability to quickly navigate and fully utilize published PDP's (problem determination procedures), KA (Knowledge Articles) and VTA's (Virtual Training Articles)
- Ability to work under pressure
- Ability to type 40 wpm
- Dedication to client service and sensitivity to client needs

Can you...

-Must be in San Antonio
- Function in a fast-paced, multi-disciplined office environment
- Work as a member of a large and diverse team providing both individual site and Enterprise support
- Sit for extended periods
- Maintain a high level of productivity working remotely or in-office
- Work extended hours and / or rotating schedules
- Work weekends, nights overnights and / or holidays as needed
- Use arms / hands in repetitive motion during the day, specifically including hand and finger dexterity)

11-2024

JDFT