IT Technician

Position Summary

Under general direction, the IT Technician/Analyst is responsible for activities necessary to support and maintain the business in their assigned geographical region(s). This includes planning and execution of tasks to support project execution as needed, end user equipment preparation/troubleshooting, as well as other IT related tasks. The IT Technician is the face of IT to the business, and as such has a high level of focus on the end user experience.

Essential Duties and Responsibilities

• Administer and maintain the Google Workspace ecosystem following the established change management process.
• Resolving customer related technical software, hardware, and network problems.
• On-site and remote technical support as needed, including ability to travel internationally.
• Scaling companywide cybersecurity initiatives, policies, and IT related projects.
• Maintain, troubleshoot, and provide necessary updates and enhancements for the company software and hardware.
• Manage computer operation scheduling, backup, storage, and retrieval functions.
• Coordinate third-party maintenance for network hardware, software, and telecommunications services.
• Own the procurement, onboarding, and offboarding of employee technology.
• Ensure security on our Google Administration database as well as on our server.
• Manage our backend security structure which includes adding new employees to aliases, recovering or resetting passwords, maintaining an updated blocklist on Google Workspace, ensuring external access to proper domains.
• Diagnosing and/or resolving problems in response to a customer reported incident via trouble tickets.
• Planning and delivery of IT customer support services.
• Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.
• Maintaining and updating system files necessary to control all aspects of system operations and access.
• Respond to and resolve Technical Support requests in a timely manner, providing solutions for technical issues with in user community
• Effectively manage and utilize the organization's trouble ticket system to log calls, update statuses, and document troubleshooting steps and resolutions
• Assist with moves and setups of user technical equipment
• Perform other duties as required and assigned by manager and upper management

Education and Experience

• Bachelor's degree in Information Systems Management, Technology, or a relevant area of study preferred; or
• Associate degree or technical certifications combined with related on the job experience.
• 3 or more years of experience in a related field or position
• Ability to effectively troubleshoot technical issues, analyze complex problems, and formulate alternative approaches
• Effective English written and verbal communication skills; ability to compile information and document processes
• Ability to present business process flows and technical applications
• Comfortable working on multiple projects and task simultaneously, excellent attention to detail
• Experience with administering Google Workspace is required
• Experience with one or more applications including: JumpCloud, Sentinel One, Microsoft 365, Active Directory, Microsoft Windows, and/or MacOS is preferred
• Experience with FreshService ITSM preferred
• Experience/Understanding of ERPs preferred
• Experience with Logistics operations and commonly used integration types and formats preferred

The above statements are intended to describe the general nature of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

Core Competencies and Values

• Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Demonstrates ability to comply with CNW's Core Competencies: Accountability & Responsibility, Collaboration & Teamwork, Communication, Customer Focus, Problem Solving & Decision Making.

Benefits

CNW offers its employees a generous Employee Benefits Package including:

• Competitive Wages.
• Fully paid medical, dental, vision insurance for you and your family.
• We provide a 401k Plan with a generous contribution.
• Discretionary bonuses.
• And, much more

All benefits offered are subject to eligibility requirements, terms, and provisions set forth in the respective policies and plan documents, which you may request from Human Resources.

CNW is committed to providing equal employment opportunities to all employees and applicants. CNW does not tolerate discrimination against job applicants or employees because of race, color, creed, sex, religion, age, national origin, disability, marital status, genetic predisposition or carrier status, sexual orientation, and military status or any other protected class recognized under federal, state, or local law. This commitment extends to all aspects of the company's employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.