At Heritage Grocers Group, how we work is defined by shared values that include absolute integrity, respect, and collaboration. However, it’s more than that; it’s smart and highly driven people united in purpose to serve one another.
Bring your energy and unique perspective and you’ll have the opportunity to grow with us professionally, personally, and financially. You’ll be part of a team that genuinely cares about helping you succeed, and you’ll work alongside talented colleagues, while making a difference in our communities.
POSITION SUMMARY:
The Loss Prevention Analyst is responsible for the daily administrative responsibilities of the Loss Prevention Department. This position will interact and communicate in a concise and professional manner with all levels of HGG leadership, outside government agencies and vendors to achieve the goals and objectives of the Loss Prevention Department.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The essential duties and responsibilities of this position include, but are not limited to, the following:
• Monitor CCTV, access control in our offices and 130 stores, warehouses, and the Support Center.
• Overwatch for physical security on the properties, point of contact for all incoming calls to the IOC (Integrated Operation Center) track incidents as observed while monitoring stores, warehouses, and the Support Center activity through CCTV screens.
• Direct all communications to the appropriate departments and be the main point of contact with Local Law Enforcement and or Fire Departments.
• Monitor and audit CCTV after hours for the purpose of asset protection and investigations.
• Monitor and respond to all alarm systems working with Alarm Company.
• Monitor all POS (Point of the Sale) servers.
• Monitor Alerts for sales process and troubleshoot any missing stores from the alerts.
• Monitor and report any sales server offline with our POS vendor.
• Monitor any IT related store outages and send an announcement reporting the outage.
• Retrieve CCTV footage for government/law enforcement/legal cases.
• Participate in the maintenance of loss prevention and safety programs.
• Work on setting up hardware at down times for new stores, or new equipment deployment.
• Develop procedures and or Knowledge base articles to feed knowledge base database.
• Track and record incident on ticketing applications (service-now) and provide detailed descriptions for future analysis.
• Collaborate with other technical teams for complex issue resolution, escalating problems to senior technicians or vendors as needed.
• Field incoming support requests through various communication channels (phone, email, ticketing systems) and provide solutions or escalate as necessary to our vendors and higher-level internal teams.
• Provide frontline support and assistance to end-users after hours.
• Perform other duties as assigned.
Technical Troubleshooting and Issue Resolution:
• Perform initial diagnosis and troubleshooting of related problems.
• Collaborate with other technical teams for complex issue resolution, escalating problems to senior technicians or vendors as needed.
• Proactively identify potential issues and implement preventive measures and provide detailed reports of such.
Communications and Reporting:
• Effectively communicate with internal and external stakeholders about ongoing incidents, updates, and resolutions.
• Generate incident reports and summaries for management and other teams.
• Send out announcements of incidents that impact regular store operation related to circuit, power, applications, or others.
Adherence to Protocols and Procedures:
• Adhere to standard operating procedures and protocols for incident management and resolution.
• Contribute to the development and improvement of existing procedures.
Continuous Improvement and Learning:
• Stay updated with industry trends, technologies, and best practices related to CCTV network, operations, and support.
• Participate in training sessions and skill development programs.
SKILLS AND QUALIFICATIONS:
• Proven experience in a helpdesk or network support role, preferably in a 24/7 operational environment.
• At least 1 year of experience in using CCTV preferred.
• Basic Computer Troubleshooting knowledge or A+ Certification.
• High school diploma/GED required or equivalent work experience.
• Understanding of network and computer principles.
• Familiarity with remote monitoring systems and ticketing tools.
• Capability to work under pressure, multitask, and prioritize effectively.
• Strong communication skills and the ability to convey technical information in a clear, understandable manner.
• Capability to work under pressure, multitask, and prioritize effectively.
• Proficient in Microsoft Office applications: Excel, Power Point, and Word.
• Self-motivator and able to deliver satisfactory work under limited supervision.
• High degree of initiative and results orientation.
• Organization skills to manage multiple initiative.
• Excellent communication skills.
• Bilingual (English/Spanish) highly desired; speak, read, and write fluently.
• Able to work overnight shift, 9pm to 6 :30am.
PHYSICAL DEMANDS AND WORK CONDITIONS :
The physical demands and work conditions below represent those that must be met to successfully perform the essential functions of this job. Some requirements may be modified to accommodate individuals with disabilities:
• While performing the duties of this job, the employee is regularly required to sit, stand, and use the hands to handle objects, tools or controls.
• Successful performance requires vision abilities that include close vision and the ability to adjust focus.
• The work environment is that typical of an office.
IMPORTANT DISCLAIMER NOTICE
The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The Employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business or the work environment change.