Help Desk Specialist

Wakefern Food Corp. is a member-owned retail cooperative founded in 1946 that operates 354 stores in nine Northeastern states under five distinct banners, including ShopRite, Price Rice Marketplace, The Fresh Grocer, Dearborn Market in New Jersey, as well as the recent addition of Manhattan-based Gourmet Garage stores.


Essential Job Functions:

The Service Center Associate is responsible for 1st level troubleshooting as well as escalation to ensure its resolution. The associate maintains, creates, and updates operational procedures and schedules. The associate will be accountable for their productivity as required by the position. Responsibilities will include but will not be limited to the following:


  •  Provide general assistance and support to customers and other team members as necessary
  • Log and document all problems/Services along with action and resolution. 
  •  Monitor open problems daily to ensure they are appropriately dealt with including escalation to other departments or Vendor Services
  •  Dispatch correct vendors to correct problems
  • Escalation of problems as stated in procedures to management, CISD departments, vendors, etc.
  • Responsible for placing open problems on turnover and/or Vendor Services folders
  • Work closely with Vendors on problems when needed
  • Adherence to performance management standards   
  • Assistance with gathering data for creation of departmental reports 
  •  Attend staff meetings as required pertaining to the Service Center 
  • Monitors system status observing video logs and E-mail
  • Enters basic coding for job scheduling/restart for all platforms
  • Performs change management functions as required
  • Supports storage media processing as required
  • Communicates/Escalates issues with Associates/Vendors/Stores
  • Performs duties as assigned by supervisor
  • Complete HIPPA training successfully
  • Adherence to Company and Departmental policies and standards
  • Participate in projects pertaining to the position 
  • Ongoing: Increase knowledge of computing technologies, platforms, operating systems and applications; PC application and systems, communication protocols and techniques; and Local Area Network (LAN) operating systems, applications and environments. Stay current on industry trends and technologies  

Minimum Requirements

  • Overtime required (volunteer, mandatory, and standby as needed)
  • Must obtain Exceeds Requirements or Outstanding Performance Review as a Service Center Associate Trainee 
  • 6 months – 1 year experience in the Service Center
  • Excellent written and verbal communication skills 
  • POS Certification required
  • Flexibility regarding work schedule which includes weekends, holidays, and off hours
  • Participate and work well in a team environment
  • Ability to take initiative with a strong desire to learn
  • Must have strong organizational skills
  • Strong problem solving skills 
  • PC knowledgeable

Wakefern Food Corp. is an equal opportunity employer committed to a diverse workforce that is representative of the communities we serve.

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