C&S Wholesale Grocers, Inc. Help Desk Rep II in Keene, New Hampshire

Company Overview

C&S Wholesale Grocers, Inc. , based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world.

Working Safely is a Condition of Employment at C&S Wholesale Grocers, Inc. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

Position Overview

As a Help Desk Representative , you will be responsible for first-level support, assisting end-users with questions, problems and requests for all supported software and hardware computing platforms in a dynamic and fast-paced environment.

This role requires heavy phone work and strong interpersonal and communication skills, providing phone support in a prompt and courteous manner to the end user community while working closely with a variety of IT support groups. You will lead user on-boarding and off-boarding activities across varying access control environments. The position requires active directory administration experience, including user id provisioning, security monitoring, reviews, audit and compliance. Must be willing to work a flexible hours as well as participate in an on-call rotation.


  • Answer Help Desk telephone, e-mail, and self-service requests Perform effective first-level troubleshooting and efficient response to inquiries

  • Call ticket entry, monitoring, follow up, resolution, and closure utilizing the Help Desk software

  • Communication with end users to ensure satisfactory resolution

  • Contribute to building a knowledge base of problem resolutions, work flows, and procedures, related to operating a customer focused Help Desk

  • Administer network, directory, file, folder share, and computing device/system access

  • Participate in new application roll-out testing and special projects as needed

  • Maintain active directory accounts, group and folder access for all users and service accounts; ensure security requests have proper approval; document changes

  • Assist in leading security planning activities to achieve business goals by prioritizing defense initiatives and coordinating the evaluation, deployment, and management of current and future security technologies

  • Develop and communicate security strategies and plans to executive team, staff, partners, and customers

  • Develop, implement, maintain, and assist in the enforcement of policies, procedures, and associated plans for system security administration and user system access, based on industry-standard best practices

  • Work closely with IT department on corporate technology development to fully secure information, computer, network, and processing systems

  • Promote the security relationships between internal resources and external entities, vendors, and partner organizations


  • Two to five years of experience in a Help Desk Analyst role or a similar customer support role involving information technology

  • Strong interpersonal and phone skills

  • Excellent oral and written communications skills; ability to communicate with a variety of people including management

  • Knowledge of information security standards

  • Able to manage projects and follow a standardized project methodology

  • Knowledge of major operating systems (Windows, Linux, UNIX, etc.)

  • Knowledge of standard networking concepts

  • Strong active directory, LDAP, and group policy skills

  • Able to use detailed knowledge of Microsoft systems to effectively troubleshoot user access level issues

  • Able to work in an enterprise environment and function as a technical contributor among a large team of peers and subject matter experts

  • Able to communicate and work with customers without supervision and minimal guidance

  • Able to express technical information in a non-technical manner

  • Able to write logical and comprehensible procedures and forms

  • Excellent analytical and problem-solving skills

  • Security +, SSCP, or GSEC Certifications are highly desirable

Requisition ID 12270

Company C&S Wholesale Grocers, Inc.

Category IS/Technology