Help Desk Technician; Local

Description

AGNE is seeking a help desk technician to serve as the first point of contact for end users, delivering technical assistance via phone, email, and the company help desk system. The role involves creating and managing support tickets, documenting resolutions, and acting as a liaison between staff and the IT department to ensure clear communication and timely follow‑up on help desk requests.

• 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.
• 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.
• Act as a liaison between staff and the IT department, ensuring clear communication and timely follow‑up on Help Desk requests until resolution.
• Perform other duties as assigned to support the IT department and organizational goals.

• 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 Ninja One.
• 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.

• CompTIA A+ certification.
• Mobile device configuration (e.g., Smart Phones, Tablet, etc.).
• VOIP telephone support.
• iSeries/AS400 system support.

Work is performed in a standard office environment with occasional physical activity, including lifting and moving equipment up to 50 pounds. Participation in a rotational after‑hours on‑call schedule is expected. The role may also require working in a warehouse environment on occasion.

As a retailer‑owned wholesale cooperative, AGNE is dedicated to the success of its members and committed to serving the needs of independent grocers. We offer a comprehensive benefits package, including:

• Medical/dental/vision insurance
• Health savings account with employer contribution
• 401(k) 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!

Join our dynamic team today. Click “Apply Now” to begin your journey with AGNE.