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:

• Provide frontline support and assistance to end-users, addressing connectivity issues, VPN access, Network access, Application issues.
• Field incoming support requests through various communication channels (phone, email, ticketing systems) and provide solutions or escalate as necessary to our vendors and higher-level internal teams.
• Prevision client hardware for new users, new stores, or new equipment deployment.
• Develop procedures and or Knowledge base articles to expand knowledge database.
• Track incident on ticketing applications (service-now) and provide detailed descriptions for future analysis.

Technical Troubleshooting and Issue Resolution:

• Perform initial diagnosis and troubleshooting of related problems.
• Collaborate with other technical teams for complex issue resolution, escalating problems to senior technicians or vendors as needed.
• Proactively identify potential issues and implement preventive measures and provide detailed reports of such.

Communications and Reporting:

• Effectively communicate with internal and external stakeholders about ongoing incidents, updates, and resolutions.
• Generate incident reports and summaries for management and other teams.
• Sending out announcements of incidents that impact regular store operation related to circuit, power, applications, or others.

Adherence to Protocols and Procedures:

• Adhere to standard operating procedures and protocols for incident management and resolution.
• Contribute to the development and improvement of existing procedures.
• Adhere to all security and governance procedures.

Continuous Improvement and Learning:

• Stay updated with industry trends, technologies, and best practices related to network operations and support.
• Participate in training sessions and skill development programs.

SKILLS AND QUALIFICATIONS:

• High school diploma or GED
• A+ Certification a plus
• Proven experience in a helpdesk or network support role, preferably in a 24/7 operational environment.
• Proficiency in network troubleshooting tools and protocols.
• Proficient in Microsoft Office applications: Excel, Power Point, and Word.
• Familiarity with remote network monitoring systems and ticketing tools.
• Strong communication skills and the ability to convey technical information in a clear, understandable manner.
• Capability to work under pressure, multitask, and prioritize effectively.
• Knowledge of incident management and resolution procedures.
• Organization skills to manage multiple initiatives.
• Relevant certifications are advantageous.
• Understanding of network and computer principles.
• Bilingual (English/Spanish) highly desired; speak, read, and write fluently.

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:

• While performing the duties of this job, the employee is regularly required to sit, stand, and use the hands to handle objects, tools or controls.
• Successful performance requires vision abilities that include close vision and the ability to adjust focus.
• The work environment is that typical of an office.

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.

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