Help Desk Technician

Food City in Abingdon, VA is seeking a Help Desk Technician to work on site. The role supports store associates by answering calls, monitoring security and refrigeration alarms, and troubleshooting a broad range of front-end, back-office, pharmacy, and store systems. This position emphasizes dependable service, confidentiality, and strong collaboration with store teams, while offering a comprehensive benefits package and a clear path for growth within the organization.

Benefits

• 401(k) with company match
• Employee Stock Ownership Plan
• Weekly pay checks with direct deposit
• Company paid life and disability insurance
• Medical plan with wellness benefits
• Dental plan
• Paid holidays
• Paid vacations
• Associate offers

Schedule

Day shift, on-site during normal business hours

Responsibilities

• Monitor and respond to security and refrigeration alarms, documenting actions taken
• Log all incoming calls in the Help Desk system for tracking and follow-up
• Troubleshoot hardware in Front-End departments, including registers, scanners, printers, pin pads, and self-checkout kiosks
• Troubleshoot Front-End software applications, such as register software, self-checkout, and related systems
• Address money and safe-balancing issues and related concerns
• Resolve EFT problems, including pin pads, software, and communications
• Assist with Gift Card and Phone Card procedures, declines, and balance checks
• Troubleshoot price-change processes and downloads to stores, registers, and wireless scales
• Support Back Office equipment (PCs, printers, fax machines, modems, training computers)
• Troubleshoot Back Office software (timekeeping, ordering, receiving, sales keying, email, training)
• Resolve issues with Pharmacy equipment (PCs, printers) and software (dispensing, ordering prescriptions, inventory)
• Troubleshoot Gas-N-Go equipment (PCs, scanners, printers, dispensers, leak detection, pumps)
• Support Store Department equipment (label makers, scales, Hobart equipment)
• Maintain and troubleshoot Store Maintenance equipment (lighting, doors, HVAC, plumbing, roof, electrical, generators, parking)
• Troubleshoot Communications (Frame Relay, telephones, lines, intercom systems)
• Support Security systems (keypads, cameras, security PCs) and related components
• Handle other technical issues as they arise and coordinate with technicians or third parties as needed
• Follow up on logged calls to ensure resolution
• Monitor Frame Relay communications
• Unlock associate email and internet accounts as required
• Monitor scale communications and resend changes to scales as appropriate

Requirements

• High School diploma required; some college preferred
• Knowledge of retail store activities, duties, and equipment is preferred
• Ability to relay instructions clearly via phone
• Typing speed and accuracy
• Basic knowledge of computer equipment, including email and Windows applications
• Ability to maintain strict confidentiality
• Excellent verbal and written communication skills
• Ability to understand and follow verbal or written instructions, perform routine tasks, and interact daily with various levels of staff
• On-site availability during normal business hours with flexibility for extra time as needed

Technologies

• Help Desk software system
• Windows
• Frame Relay
• Timekeeping systems
• Ordering
• Receiving
• Sales keying
• Email
• Training