Help Desk Technician

POSITION RESPONSIBILITIES/ACCOUNTABILITIES: Serve as the first point of contact for end users, providing technical assistance via phone, email, and the company help desk system; create and manage support tickets and document resolutions. Assess the level of support required for each request, with guidance from the ICT Team. Provide prompt, courteous support for issues that can be resolved without escalation by analyzing problems and implementing corrective actions. Deliver remote and on-site support for computer, network, application, and telephone-related issues. Perform hardware and software installations, configurations, and updates. Act as a liaison between staff and the IT department, ensuring clear communication and timely follow-up on Help Desk requests until resolution. Develop a strong understanding of AGNE’s processes and procedures to provide effective company-wide support. Translate technical concepts and specifications into clear, non-technical language for end users. Perform other duties as assigned to support the IT department and organizational goals. ESSENTIAL SKILLS & EXPERIENCE: Proficient in diagnosing, maintaining, and repairing computer hardware and peripheral devices, including printers and handhelds. Solid understanding of TCP/IP networking fundamentals. Intermediate to advanced knowledge of commonly used office productivity applications, particularly Microsoft 365. Ability and willingness to learn and support the company’s ERP system, mission‑critical applications, and remote monitoring and management tools such as NinjaOne. Strong active listening abilities and excellent verbal and written communication skills, with a focus on clear, user-friendly support. An optimistic outlook, the belief that all IT problems can be solved, and the determination to see an issue through to resolution. NON-ESSENTIAL SKILLS & EXPERIENCE CompTIA A+ certification Mobile devise configuration (e.g., Smart Phones, Tablet, etc.) VOIP telephone support iSeries/AS400 system support PHYSICAL DEMANDS & WORK ENVIRONMENT: Work is primarily performed in a standard office environment. Occasional physical activity is required, including the ability to lift and move equipment weighing up to 50 pounds. You may be required to work in a warehouse environment on occasion. Participation in a rotational after-hours on-call schedule is expected. WHY WE'RE A GREAT PLACE TO WORK: As a retailer-owned wholesale cooperative, Associated Grocers of New England (AGNE) is dedicated to the success of its members and committed to serving the needs of independent grocers. We achieve our mission through: integrity, a supportive employee environment, concern for the communities we serve, efficient and innovative operations, and a commitment to excellence. AGNE is recognized in New Hampshire as the employer of choice. We attract great people, with great passion working for a great purpose. Employees who build a career at AGNE enjoy: Medical/dental/vision insurance Health savings account with employer contribution 401K match Profit sharing program Flexible spending account Life and AD&D insurance Tuition reimbursement Employee purchase program Employee assistance program Paid time off Vacation time off Paid holidays/personal/sick days Computer purchase program Volunteerism policy Well-being program with incentives Verizon cell phone discount Committee Participation And more! #J-18808-Ljbffr