IT Support Specialist
3 weeks ago
Job Summary:
As an IT Support Specialist at FreshDirect, you will be the first point of contact for warehouse and corporate employees seeking technical assistance. You will serve as a member of the Plant Technology Services (PTS) team, providing onsite technical support during busy production hours at multiple facilities.
Key Responsibilities:
- Manage issues through multiple forms of inbound requests, including in-person, queue calls, emails, chat, web forms, or ticketing databases, within a 15-minute Service Level Agreement (SLA).
- Respond to customer requests in a timely and professional manner.
- Instruct end-users in the appropriate use of equipment, software, and reference materials.
- Assist with all aspects of technical support, including on-site visits as needed.
- Data entry: accurately prioritize, categorize, track, and log calls, tickets, chats, etc., following internal tracking protocols.
- Troubleshoot and resolve issues related to hardware, software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.
Requirements:
- Associates degree in technology or 2 years of work experience in a 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.
Working Conditions:
- 5-day, 40-hour work week, including Saturdays and/or Sundays (some holidays) - Day Shift.
- 4-day, 40-hour work week, including Saturdays and/or Sundays (some holidays) - Night Shift.
- Ability to work in cold environments (38°F).
- Ability to work responsibly without direct supervision.
- Ability to lift up to 35 pounds occasionally.
- Proficient in English (required).
- Spanish as a second language a plus but not required.
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