Tech Specialist II - Corp

H-E-B is a leading innovator in technology, and recently we’ve been investing in our customers’ digital experience. Our Digital Technology Partners collaborate to design, construct, implement, and support technology solutions, using the best available technologies to deliver modern engagement, reliability, and scalability to meet customer needs.

As a Technical Specialist II, you’ll be assigned to provide technical support services required to maintain H-E-B infrastructure in productivity platforms and mobile device management (MDM).

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… interpersonal skills? HEAD FOR BUSINESS… knowledge of tech tools and methods to assist users? PASSION FOR RESULTS… drive to support maintenance of your assigned infrastructure / platforms?

We are looking for:

• 2+ years of related experience

What is the work? Information Technology:

• Participates in a 24x7 on-call rotation to support business customers

• Monitors and performs basic troubleshooting of equipment, networks, or systems related to assignment.
• May monitor collaborative design sessions.
• Monitors for incoming incidents via email or phone calls; responds punctually.
• Works on incidents, changes, and requests for platform / system assistance (e.g., end user trouble inquiries, regular maintenance, enhancements, defect fixes)
• Escalates incidents to appropriate senior Partners within a reasonable timeframe.
• Maintains system documentation including requirements, user stories, and design documents.
• Creates detailed technical documentation / processes.
• Supports development of training materials and job aids specific to systems, client platforms, and user roles.
• Provides end user training as required.
• Performs system internal testing.
• Supports system upgrade planning for responding to service outages, etc.
• Performs hardware / software installation.
• Performs preventative maintenance as needed.
• Creates dept performance reports.
• Contributes to development of custom reports, dashboards, surveys, and distribution rules.
• Supports technical teams with incident, problem, change, configuration, asset, security, continuity, requirements, project, knowledge, release and deployment management, service validation and testing (internal / UAT)
• Supports configuration of UI policies, form layout changes, workflows, UI context menus, templates, etc.
• Creates / modifies configuration policies and compliance policies.
• Develops custom applications using low and no-code tools.
• Assists project planning efforts for mobile ops and system integration, coordinates projects with other H-E-B departments on resources and

requests.

• Intermediate PowerShell skills

Do you have experience in User training (technical support)?, * A related degree or comparable formal training, certification, or work experience

• 2+ years of experience related to MS365/Office Packages, Mobile Device Management area.
• ITIL systems management tools
• MDM (Configuration Management & End user support) and collaboration tools
• Software installation and troubleshooting
• Performing SQL operations related to app configuration and maintenance.
• Experience in Python
• MS PowerShell, Active Directory, and other LDAP directory tools
• Process improvement implementation and reading logs for troubleshooting purposes.
• Server / database operations, installation of servers and troubleshooting
• Network troubleshooting and quality ticket management / incident documentation, maintenance measures and monitoring of network operations systems, and incident management
• Intermediate interpersonal skills
• Intermediate verbal / written / listening communication skills
• Function in a fast-paced environment