Help Desk Support Specialist

Job Description

At Heritage Grocers Group, how we work is defined by shared values that include absolute integrity, respect, and collaboration. However, it's more than that; it's smart and highly driven people united in purpose to serve one another.

Bring your energy and unique perspective and you'll have the opportunity to grow with us professionally, personally, and financially. You'll be part of a team that genuinely cares about helping you succeed, and you'll work alongside talented colleagues, while making a difference in our communities.

POSITION SUMMARY :

The 24 / 7 Integrated Operations Center Helpdesk Support role is critical in ensuring the seamless operation and support of our network infrastructure, Application support, Asset protection and Maintenance support addressing technical issues, CCTV Monitoring, Application Process Monitoring, and providing timely assistance to maintain an uninterrupted flow of services. The role involves continuous monitoring, troubleshooting, Immediate response to our retail stores across the country and resolving technical incidents in a dynamic and high-paced environment.

Note : This role operates in shifts to ensure round-the-clock support for network operations, some shifts will be overnight.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

The essential duties and responsibilities of this position include, but are not limited to, the following :

Continuous Monitoring and Incident Response :

• Monitor network systems and infrastructure to detect and address technical issues promptly.
• Respond to network alerts, incidents, and service disruptions in a timely manner.
• Conduct initial analysis, troubleshooting, and resolution of network-related issues.
• Opening tickets to maintain a comprehensive record of incidents until resolution or escalation to our second-level support, and, if necessary, to our vendor
• Monitoring the CCTV network to ensure the security of sites during off-hours.
• Reporting burglar alarms and coordinating emergency responses with the Police and fire departments in accordance with municipality protocols when incidents occur.
• Monitoring and reporting of power interruption to company response team and power company.

Helpdesk Support :

Technical Troubleshooting and Issue Resolution :

Communications and Reporting :

Adherence to Protocols and Procedures :

Continuous Improvement and Learning :

SKILLS AND QUALIFICATIONS :

PHYSICAL DEMANDS AND WORK CONDITIONS :

The physical demands and work conditions below represent those that must be met to successfully perform the essential functions of this job. Some requirements may be modified to accommodate individuals with disabilities :

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The Employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business or the work environment change.