Tech Support Specialist II

*Please provide a resume.

Company Overview

Bashas’ is a family-owned, regional grocer that operates in Arizona, New Mexico and serves four Tribal Nations under five well-known brands including Bashas’, Food City, AJ’s Fine Foods, Eddie’s Country Store, and Bashas’ Diné supermarkets. Founded in 1932, Bashas’ has a rich history of serving Arizona families with quality products and great customer service. With more than 110 grocery stores, Bashas’ is one of the largest employers in the state and we are committed to nourishing the communities we serve through purposeful partnerships and giving centered around our vision and purpose of changing the way we eat one plate at a time. 

Shared values led Bashas’ to join The Raley’s Companies in 2021 and the partnership has enhanced our core business through technological advancements, shared learning, leadership development and new offerings. With more than 21,000 team members, we are united by a higher purpose: to deliver quality offerings, exceptional service, and to do right by our people, communities, and planet. 

Whether through our commitment to nutrition and wellness or Bashas’ legacy of giving back over $100 million to local communities, we strive to empower customers with transparency, education, and access to fresh, affordable, and nourishing food. We’re looking for the same kind of passionate people to join our team, grow with us and share our purpose.   

Position Overview

Are you a problem‑solver who enjoys helping people, troubleshooting technology, and delivering exceptional customer support? As a Technical Support Specialist II, you’ll serve as a key resource for employees experiencing technical issues, providing expert-level assistance for desktops, laptops, software, network connectivity, and system operations.

In this role, you'll act as a point of contact for incoming support requests, diagnose issues, escalate when needed, and ensure employees receive prompt, accurate, and professional service. You’ll also support help desk operations, maintain documentation, monitor system performance, and contribute to the development of IT support procedures.

If you’re a customer-focused technical professional with strong multitasking skills and a passion for helping others, this is a great opportunity to grow your IT career while supporting mission‑critical operations.

What You’ll Do

Technical Support & Issue Resolution

• Serve as a point of contact for employees seeking technical assistance via phone, email, or instant message.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues, or escalate to the appropriate IT teams when necessary.
• Provide accurate information on IT products, services, and system functionality.
• Determine the best solution based on issue details and customer needs.
• Identify and escalate urgent or high‑impact situations to ensure prompt resolution.
• Follow established help desk procedures and workflows.

Case Management & Communication

• Provide regular case status updates to end‑users and management.
• Notify management of recurring issues and potential systemic problems.
• Maintain strong working relationships with users across departments.

Operational Support & Documentation

• Develop, document, and implement Standard Operating Procedures (SOPs) and customer service guidelines for IT support.
• Monitor system operating errors and respond to ensure accurate processing and recording.
• Administer help desk software and maintain records of issues and resolutions.
• Log system events and create shift reports to support team transitions and continuity.
• Stay current on system updates, technology changes, and new tools.

What You Bring

Education & Experience

• BA/BS in Computer Science or related field, or an equivalent combination of education and experience.
• Minimum of 2 years of technical support experience involving analytical or system support functions.

Knowledge & Expertise

• Proficiency with help desk tools and common office software (spreadsheets, databases, presentations, word processing).
• Understanding of networking concepts and general IT system operations.

Skills & Strengths

• Strong organizational skills with the ability to prioritize, multitask, and meet deadlines.
• Excellent customer service skills with strong accuracy and attention to detail.
• Ability to follow written and verbal instructions.
• Capable of working independently or as part of a team.
• Strong communication and interpersonal skills with the ability to build effective working relationships.

Physical Demands

You may occasionally experience:

• Prolonged sitting
• Keyboarding and computer work
• Viewing monitors
• Bending or lifting equipment boxes

Work Environment

This role is based in a business office environment.
Occasional travel to meetings or external locations may be required.
The position may involve extended hours or rotating shifts within a 24x7 operation, depending on business needs.

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

Internal Applicants:
• No disciplinary action during the past 6 months.
• Your current leader must recommend that you apply for this position and provide endorsement upon request from HR.
• You must upload a resume and answer all application questions