Tier 1 Service Desk Engineer

If you're someone who has a genuine desire to help people live better and healthier lives, join us as we work to be a trusted resource in our communities, offering real people, real food at real affordable prices across the Midwest. If you are ready to immerse yourself in an environment, that helps shoppers naturally, intuitively, and enjoyably find real, honest affordable goodness to meet them wherever they are on their wellness journey, we'd like to hear from you.

Join us to begin YOUR journey and be a part of the Fresh Thyme Market Team!

• Weekly pay
• Scheduling flexibility
• Paid parental leave
• Team member discount
• Career growth opportunities

Are you passionate about the retail grocery market and organic products? Are you a leader? Are you ready to join one of the fastest-growing companies in the retail grocery market? If so, Fresh Thyme Farmers Market is the place for you! Our unique business model, fast-paced and growing environment, promote-from-within culture, and excellent benefits make Fresh Thyme the best employer in the grocery market.

Careers have been blooming at Fresh Thyme since our inception in 2012 - yours should be no different! Tier 1 Service Desk Engineer will be onsite 5 days per week at the corporate office in Downer's Grove IL. No exceptions to this schedule will be considered.

• Provide the first level of response for all hardware, software, and network issues.
• Determine the criticality of all issues and elevate as needed.
• Manage help desk tickets, providing regular updates and status reports.
• Ensure client satisfaction with personalized customer service.
• Build and maintain working relationships with all IT and business contacts.
• Identify trends in technical problems to prevent future occurrences.
• Assist with installation, configuration, and testing of desktop and Point of Sale (POS) hardware and applications.
• Perform Active Directory adds, moves, and changes for account requests and equipment configuration.
• Help with laptop and desktop imaging, repairs, and support for all store, distribution facility (DF), and office locations.
• Work independently on projects and/or lead project teams.
• Participate in the development and administration of workflow processes and update hardware inventory information.
• Assist in maintaining system hardware inventory modules, distributing reports, and uploading inventory information.
• Coordinate all Technology Support-related product/service support activities, systems, and network maintenance/outages.
• Recommend ways to improve product and service support capabilities.
• Perform other duties as assigned or required.

• Some college coursework in Computer Science or related discipline is preferred; or equivalent work experience.
• Excellent communication, interpersonal, and organizational skills.
• Previous support/help desk experience required (3-4 years of technology support preferred).
• Experience with call/incident ticketing software is a plus.
• Broad knowledge of end-user computing, PC and MAC OS X Workstation-based applications and hardware.

• Always maintain the highest level of customer service.
• A+, Network+, and/or MCP certifications are a plus.
• Ability to adapt to a high-volume retail environment while working in a cross‑functional team.
• Strong analytical and problem‑solving skills.
• Flexibility to adapt in various situations.
• Advanced attention to detail with the ability to prioritize and meet deadlines.
• Excellent written communication and documentation skills.
• Excellent verbal communication and interpersonal skills for effective business relationships.
• Advanced knowledge of MS Office, including Outlook, Word, and Excel.
• Ability to lead, support, and contribute to team goals.
• Ability to work varied hours/days as business dictates.

• Corporate office environment with most time spent at a desk location and in meetings.
• Some travel to stores and DF locations possible.
• On‑call rotation outside of normal work hours to provide support by either working from home or on‑site.
• Required to provide 24x7 on‑call support for emergencies.

At Fresh Thyme, our team members Thrive
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