Job Description

Who We Are

We're pioneers who every day deliver new choices that shape the foodscape. We discover what's next. Bold ideas and new possibilities that drive the industry. Better food. Better future. Our teams are a highly innovative group of talented professionals; laser-focused on making a difference and having fun while we do it.

At UNFI, we're inspired by the unexpected. We look at things like our unmatched distribution network and full-store assortment through a new lens. From gourmet and ethnic to fresh, prepared foods to specialty cheese - we cover everything in the store and your kitchen. Energizing tomorrow, guiding a healthier road ahead.

We believe that:

Freedom of food choice matters
Discovering what’s next keeps us vital
We’re not afraid to get our hands dirty
We’re here to connect food, people and the planet
New routes can take us anywhere
Scale drives our ability to positively impact lives
There is no limit to fresh ideas
Sustainability is our responsibility

A Bit About You…

You thrive in a fast-paced, dynamic environment
You wake up in the morning with a passion to inspire others to be great
You possess the ability to lead leaders to develop strong teams and deliver on your strategies
You are a natural at connecting with others and building strong relationship networks
You have a proven ability to leverage consumer insights to develop brand positioning
You understand the importance of collaboration and partnership to enable business outcomes
You strive to build and deliver the “big picture” strategy
You possess a positive mindset and often spotlight opportunities that others may overlook

Job Overview:

 Responsible for providing support as the first point of contact and technical support for UNFI personnel and clients seeking technical assistance from the Information Technology Department.  Provides support including receiving, documenting, assigning and resolving end user Service Desk incidents in accordance with IT Standard Operating Procedures.

Job Responsibilities and Accountabilities: 

 Answers, evaluates and prioritizes incoming calls, voicemail, e-mail and in-person requests for IT service in a professional courteous manner
Follows standard Service Desk operating procedures to accurately log all requests using establishing incident tracking software
Builds rapport and elicits problem details from Service Desk customers
Prioritizes incidents and escalates when required to the appropriately experienced technician
Notifies IT management of all critical requests and issues
Learns fundamental operations of commonly used software, hardware, and other equipment
Provides solutions, advice and/or recommendations in a quick and timely manner
Provides knowledge transfer of important events during shift change to next Service Desk Support personnel
Provide peer coaching and assistant to Service Desk Specialists
Provides back up support for other Service Center positions as required
Performs other duties as assigned
Shifts are day-shift and afternoon-shift

Job Requirements:

 Associate degree in Computer Science preferred and/or 1-3 years equivalent work experience in the Information Technology field

Experience:

1-3 years customer service experience preferred
Experience working in a team-oriented, collaborative environment
Experience working in a fast-paced high demand environment

Knowledge:             

Excellent knowledge of common operating systems and software applications
Excellent Knowledge of basic computer hardware and end-user desktop environments

Skills/Abilities:

Effective interpersonal skills and relationship-building skills
Strong oral communication skills
Effective customer service skills
Ability to provide technical support over the phone, maintaining a professional demeanor
Ability to present ideas in user-friendly language
Proven analytical and problem-solving abilities
Ability to effectively prioritize and multitask effectively in a high pressure environment
Ability to exercise patience and professionalism during stressful situations
Keen attention to detail
Understanding of the organization’s goals and objectives
Ability to provide the coaching and guidance required for junior technicians of the team