Help Desk Technician (Local Candidates Only)

Associated Grocers of New England; Pembroke (NH); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401K match

Profit sharing program

Paid time off

Vacation time off

Paid holidays

Job summary

Associated Grocers of New England (AGNE) is seeking a skilled IT Help Desk Technician to serve as the first point of contact for end users and manage support tickets. You will deliver remote and on-site support for computer, network, application, and telephone issues, and translate technical concepts into clear language.

Responsibilities include diagnosing hardware/software problems, guiding users, and documenting resolutions while collaborating with the ICT Team to uphold AGNE's processes and

Qualifications

• Diagnose and repair computer hardware and peripherals.
• Provide first-line IT support via phone, email, and help desk.
• Escalate when needed and document resolutions.

Responsibilities

• Serve as first point of contact for end users via phone, email, and help desk.
• Assess support level with guidance from ICT Team.
• Provide prompt, courteous remote and on-site support.
• Install, configure, and update hardware and software.
• Create and manage support tickets and document resolutions.
• Liaise between staff and IT, ensuring timely follow-up.
• Develop understanding of AGNE processes to provide effective support.
• Translate technical concepts into clear, non-technical language.

Skills

Hardware repair

TCP/IP basics

Microsoft 365

ERP systems

Active listening

Verbal communication

Written communication

Problem solving

Positive attitude

Tools

NinjaOne

Job description

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!