FreshDirect
IT Support Technician
FreshDirect, Bronx, New York, United States, 10400
Description
IT Support Technicians are the first point of contact for warehouse (and corporate) employees seeking technical assistance. They serve as members of the Plant Technology Services (PTS) team providing onsite technical support during busy production hours at multiple facilities. IT Support Technicians report to PTS Shift Managers and senior staff of Plant Technology Services.
Essential Duties:• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or ticketing databases Support within established 15- minute Service Level Agreement (SLA)• Respond to all Customer requests in timely and professional manner• Instruct end users in the appropriate use of equipment, software, and/or reference materials• Assist with all aspects of technical support, including on-site visits as needed• Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following internal tracking protocols• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoftoperating systems, security, desktop applications, and peripherals, scales, mobile devices, conveyor controls (if needed), pick-to-light systems• Research/troubleshoot issues using the tools available• Navigate internal/external reference support materials• Escalate issues to senior support teams and supervisors as required• Proactively following up on all open issues• Perform preventive maintenance on all IT equipment in the facility, according to established PM schedule• Follow standard I.T. Operations procedures and Safety/GMP practices.• Support Plant network infrastructure including wiring and connections.• Request of RMAs and shipment preparation of equipment requiring external service• Conduct regular inventory of spare parts as well as equipment in production.• Other duties as assigned by Shift manager or senior staff
Skills/Experience• Associates degree in technology or 2 years work experience in related field• Working knowledge of Windows operating systems and software applications• General knowledge of PC hardware and peripherals• Basic TCP/IP / networking knowledge• Experience with ticketing Systems preferred• Low voltage wiring experience helpful
General Requirements:• Good problem-solving skills; ability to visualize a problem and think abstractly to solve it• Good interpersonal skills and ability to work well with others a must• Remain productive during slow times & be able to multitask effectively during busy times• Exercise patience and professionalism during stressful situations• 5 day, 40hr work week including Saturdays and/or Sundays (some holidays)-Day Shift• 4 day, 40hr work week including Saturdays and/or Sundays (some holidays)-Night Shift• Ability to work in cold environments- 38 degrees Fahrenheit• Ability to work responsibly without direct supervision• Ability to lift up to 35 pounds occasionally• Proficient in English a requirement• Spanish as a second language a PLUS but not a requirement
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IT Support Technicians are the first point of contact for warehouse (and corporate) employees seeking technical assistance. They serve as members of the Plant Technology Services (PTS) team providing onsite technical support during busy production hours at multiple facilities. IT Support Technicians report to PTS Shift Managers and senior staff of Plant Technology Services.
Essential Duties:• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or ticketing databases Support within established 15- minute Service Level Agreement (SLA)• Respond to all Customer requests in timely and professional manner• Instruct end users in the appropriate use of equipment, software, and/or reference materials• Assist with all aspects of technical support, including on-site visits as needed• Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following internal tracking protocols• Troubleshoot and resolve issues related to hardware/software, password resets, Microsoftoperating systems, security, desktop applications, and peripherals, scales, mobile devices, conveyor controls (if needed), pick-to-light systems• Research/troubleshoot issues using the tools available• Navigate internal/external reference support materials• Escalate issues to senior support teams and supervisors as required• Proactively following up on all open issues• Perform preventive maintenance on all IT equipment in the facility, according to established PM schedule• Follow standard I.T. Operations procedures and Safety/GMP practices.• Support Plant network infrastructure including wiring and connections.• Request of RMAs and shipment preparation of equipment requiring external service• Conduct regular inventory of spare parts as well as equipment in production.• Other duties as assigned by Shift manager or senior staff
Skills/Experience• Associates degree in technology or 2 years work experience in related field• Working knowledge of Windows operating systems and software applications• General knowledge of PC hardware and peripherals• Basic TCP/IP / networking knowledge• Experience with ticketing Systems preferred• Low voltage wiring experience helpful
General Requirements:• Good problem-solving skills; ability to visualize a problem and think abstractly to solve it• Good interpersonal skills and ability to work well with others a must• Remain productive during slow times & be able to multitask effectively during busy times• Exercise patience and professionalism during stressful situations• 5 day, 40hr work week including Saturdays and/or Sundays (some holidays)-Day Shift• 4 day, 40hr work week including Saturdays and/or Sundays (some holidays)-Night Shift• Ability to work in cold environments- 38 degrees Fahrenheit• Ability to work responsibly without direct supervision• Ability to lift up to 35 pounds occasionally• Proficient in English a requirement• Spanish as a second language a PLUS but not a requirement
#LI-LG1