IT Support Specialist

3 weeks ago


Bronx, New York, United States FreshDirect Full time

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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