IT Service Desk Analyst I

Company Description:

Performance Food Group is a customer-centric foodservice distribution leader headquartered in Richmond, Va. Grounded by roots that date back to a grocery peddler in 1885, PFG has a nationwide network of approximately 150 distribution centers, 35,000-plus talented associates, and thousands of valued suppliers across the country. With the goal of helping customers thrive, PFG markets and delivers quality food and related products to independent and chain restaurants, schools, business and industry locations, convenience operations, healthcare facilities, vending distributors, office coffee service distributors, big box retailers, and theaters across the U.S.

Job Description:

We Deliver the Goods:

• Competitive pay and benefits, including Day 1 Health & Wellness Benefits, Employee Stock Purchase Plan, 401K Employer Matching, Education Assistance, Paid Time Off, and much more

• Growth opportunities performing essential work to support America's food distribution system

• Safe and inclusive working environment, including culture of rewards, recognition, and respect

Position Purpose:

The IT Service Desk Analyst I role is responsible for resolving technical issues, assisting end users with hardware and software issues. This role requires a proactive and solutions-oriented approach to problem solving. This role is the first point of contact for all IT related issues and requires exceptional customer service with a commitment to deliver timely and effect support to our customers.

Primary Responsibilities:

• Provide Level 1 technical support via phone, chat, email, and ticketing systems.
• Troubleshoot and resolve escalated hardware and software issues, including workstations, laptops, printers, mobile devices, peripherals, etc.
• Apply strong knowledge of Microsoft Office 365 and multi-factor authentication.
• Demonstrate technical proficiency in Windows 11 operating systems.
• Collaborate with other IT teams to escal and resolve technical issues.
• Diagnose and troubleshoot basic network connectivity problems.
• Log, categorize, prioritize, and track incidents and service requests via the ticketing system, including JIRA Service Desk.
• Provide technical guidance and document/maintain Knowledge Base articles.
• Escalate unresolved issues to higher-tier support teams.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications:

• High School Diploma/GED or Equivalent Experience
• 6 Months - 1 Year Prior Information Technology/Systems Service Desk experience.
• Applies job knowledge and skills to deliver timely, accurate results while following safety policies and
  procedures.
• Learns and applies new skills to improve work performance.
• Communicates clearly, respectfully, and appropriately in verbal and written interactions.
• Listens, asks questions, and confirms understanding.
• Takes initiative to understand customer needs and deliver a positive experience.
• Builds trust through patient, respectful, professional, and helpful service while balancing business needs.
• Makes sound, logical decisions using available information and seeks guidance when needed.
• Identifies and communicates process improvements while anticipating obstacles and consequences.
• Treats others with respect and fairness.
• Collaborates as a team member to achieve positive results and demonstrates courage to do what is right.
• Pursues growth through development activities and feedback on strengths and opportunities.
• Takes accountability for performance and remains motivated to achieve goals.
• Models PFG values and contributes to a positive, goal-focused team environment.
• Demonstrates confidence and self-reliance in completing work with limited supervision

Preferred qualifications:

• Associate's Degree/2-Year Technical
• Bachelor's Degree or equivalent experience
• 1 - 3 Years Prior Information Technology/Systems Service Desk experience.

EEO Statement:

Performance Food Group and/or its subsidiaries (individually or collectively, the "Company") provides equal employment opportunity (EEO) to all applicants and employees, regardless of race, color, national origin, sex, marital status, pregnancy, sexual orientation, gender identity, religion, age, disability, genetic information, veteran status, and any other characteristic protected by applicable local, state and federal laws and regulations. Please click on the following links to review: (1) our EEO Policy; (2) the "EEO is the Law" poster and supplement; and (3) the Pay Transparency Policy Statement.