IT Support Service Desk Assoc, WWGS Service Desk (WFM)

Join us on our mission to once again revolutionize the way the world shops. We are the Amazon Worldwide Grocery Store Technology Support Team, responsible for core retail technologies in state of the art physical grocery stores. As an IT Support Assoc II, you will follow documented knowledge base articles and use your technical expertise and problem-solving abilities to perform repair and preventative maintenance of retail and sales floor technology devices post-installation, including Point-of-Sale, Department Scale, Handheld compute, and mobile retail solution technologies and related systems in Whole Foods Market stores and facilities. You will utilize voice and agent chat for live one-on-one support as well as web portal for lower severity technology issue management. You will troubleshoot software and hardware failures and identify network problems when they relate to the above named technologies.

Key job responsibilities
With guidance, perform a variety of duties, including:

- Troubleshoot IT equipment used in Whole Foods Market stores and facilities
- Troubleshoot hardware, software, and connectivity issues
- Assist vendors in the field with triage and updates of Retail and Sales Floor technologies
- Handle support requests and procedures across the network
- Assist in training new hires
- Support customers spanning the United States, Canada, and the United Kingdom
- Continuous learning of new technologies

A day in the life
In this role, you will rely on established guidelines and instruction to perform daily job functions. This includes gaining familiarity with and assisting Whole Foods Market Team Members and third-party vendors in resolving hardware and software issues by fielding telephone calls, web chats, and email communication, diagnosing problems, performing troubleshooting activities, and dispatching vendors for hardware service. You will monitor the incident management system to ensure timely acknowledgement and resolution of support requests, while working within established SLA parameters. You also may perform on-call duties as required.

About the team
On the WWGS Service Desk Team, our mission is to provide exceptional, consistent, and timely technical support and solutions that enable seamless operations across all Whole Foods Market physical store locations. Through dedication, expertise, and innovation, we strive to be the trusted technical backbone that keeps Amazon's physical stores running smoothly and efficiently.

Basic qualifications

- Experience working with computer systems and troubleshooting
- Experience in a dynamic environment with a high degree of customer service
- Can lift up to 49 pounds, stand/walk during shifts lasting up to 12 hours, and frequently push, pull, squat, bend, and reach
- 1+ years of Windows, Mac or Linux Operating systems support experience or equivalent experience

Preferred qualifications

- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.

USA, TX, AUSTIN - 27.64 - 37.74 USD hourly