Support Specialist

Additional Considerations (if any):

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At Hy-Vee our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

Job Description:

We have openings in the Information Technology Department for a Support Services Specialist to be based out of the Technology & Innovation Center in Grimes, IA.  The Support Services team is responsible for supporting software/hardware/network technologies in Hy-Vee’s Retail and Corporate Office facilities including: All Retail Stores, Clinics, C-Stores, as well as Corporate, Hy-Vee Construction and Midwest Heritage Bank offices.

This Support Services Specialist role will be on our internal Support Services group and will work with retail stores and/or corporate office environments, leveraging various third-party applications and platforms that help Hy-Vee achieve long-term business initiatives. The emphasis on this opening will focus on 1st tier troubleshooting of our enterprise systems. 

The ideal candidate is curious, motivated, and eager to grow their technical skillset. They thrive in fast-paced environments, demonstrate strong problem-solving abilities, and can translate technology concepts into practical solutions for end users.

Responsibilities

• Provide excellent customer support for computers, printers, mobile devices, POS equipment, and other peripherals.

• Troubleshoot and resolve first-tier issues related to hardware, software, networks, and enterprise applications.

• Log, track, and document support tickets in the IT service management system.

• Escalate issues to Analysts or higher-level technical teams when necessary.

• Assist with software installations, updates, and basic configuration tasks.

• Support users with account provisioning, password resets, and access-related inquiries.

• Perform occasional onsite visits for installations, hardware deployments, and troubleshooting.

• Participate in overnight, weekend, or on-call rotations as assigned.

• Identify recurring issues, recommend improvements, and contribute to knowledge base articles.

• Follow established IT procedures and security best practices.

• Collaborate with team members to support new technology rollouts and ongoing IT initiatives.

Education and Experience:

• High School or equivalent; One year or more of additional schooling with emphasis in computers is beneficial.
• Over six months up to one year of similar or related work experience in technical support, or a technology-focused role.

Preferred Qualifications:

• Additional education or coursework in IT, computer science, or related areas.
• Familiarity with Windows operating systems, basic networking concepts, and troubleshooting methodology.
• Experience with ticketing systems or help desk environments.
• Strong communication skills and the ability to explain technical concepts to non-technical users.· A desire to learn new technologies and grow within the IT field.

Physical Requirements:

• Must be able to physically perform light work:  exerting up to 20 pounds of force occasionally, 10 pounds of force frequently, and a negligible amount of force constantly to move objects.
• Visual requirements include clarity of vision at distance of less than 20 inches and up to 20 feet with or without correction, depth perception, and color vision.
• Must be able to perform the following physical activities: Stooping, kneeling, reaching, standing, grasping, talking, and hearing

Working Conditions:

The duties for this position are normally conducted in an office environment. There is frequent pressure to meet deadlines and handle multiple projects in a day.  There is also exposure to hazards from moving equipment and electrical shock.

Equipment Used to Perform Job:

Standard tools and equipment required to support software and hardware platforms on corporate and/or warehouse systems.

Confidentiality:

Has access to confidential information within Active Directory, File Directory structure, E-Mail messages, and other data related to operations.

Contacts:

Has daily contact with office/warehouse personnel

Are you ready to smile, apply today.  

Employment is contingent upon the successful completion of a pre employment drug screen.