IT Support Technician

Job Title:

IT Support Technician

Department:

IT Support Services

Reports To:

Store Support, IT Support Manager

Summary

The IT Support Technician maintains the company's computer services and equipment. This includes troubleshooting to detect and solve technical problems, installing or updating required hardware and software, and recommending computer products or equipment to improve company productivity.

Essential Duties and Responsibilities

Include the following (other duties may be assigned):

• Provide ongoing support to technology users in stores and support offices across all Good Food Holdings locations by answering questions, resolving technical problems, and maintaining the company's network, software, and computer equipment.

• Responds promptly to IT Help Desk and Support Tickets for troubleshooting and repairs for IT equipment and networks.

• Troubleshoots hardware and software issues in person, remotely, and via phone as needed.

• Assists in the training and orientation of all new technology users across the organization and helps them become familiar with equipment and networks.

• Keeps current and up-to-date on new technologies and assists current users in understanding changes and usability.

• Escalates support issues to Sr. IT Support Technician and IT Support Manager as needed.

• Assists in processing and ensuring accurate set-up for new equipment at stores and support offices for staff members.

• Required to be on a 24-hour, 7-day-per-week rotation shared with other department members to ensure around-the-clock support.

• Assists in the upkeep of the organization's active directory and email accounts.

• Tools and Equipment Used (not all-inclusive):This position works with standard office equipment. However, it may be required to use a hand truck, POS, and basic housekeeping / janitorial items when working in stores or offsite.

• This position works consistently at a light work level and may be asked to occasionally work at a medium or heavy level when supporting stores or other offsite events. Frequently required to sit, walk, reach, and grasp. Occasionally required to be on feet with a mix of standing and walking throughout shift.Up to occasionally, dependent on location, climbing stairs, step stools, and ladders are required.

• Occasionally required to lift and carry 1-20 pounds, lift 21-50 pounds, push and pull 1-50 pounds.

• Performs other tasks and duties as assigned.

Qualifications

To successfully perform the requirements of this position, an individual must consistently execute each essential function satisfactorily. The requirements listed in the following text represent the required knowledge, experience, and skill levels. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• A minimum of 2 years of experience working in IT support and/or an IT Help Desk position is preferred; equivalent customer service and support experience may qualify.

• Previous retail experience preferred.

• Proficiency in Microsoft Word, Outlook, Excel, and PowerPoint, with skills in learning new computer programs and systems.

• Experience working in a fast-paced, deadline-driven environment with the ability to respond to urgent job responsibilities and be flexible when priorities redirect.

• Skills to plan, prioritize, and organize work with minimal supervision.

• Excellent interpersonal skills, including tact and diplomacy, to collaborate, negotiate, and communicate effectively and professionally with cross-functional partners at all levels in the company.

• Self-motivated, able to work independently and in a collaborative, cross-functional team environment.

• Excellent written and verbal communication skills.

• Ability to maintain confidentiality and exercise good judgment around sensitive information.

• Skills to read, understand, and follow through on verbal and written instructions.

• Ability to maintain a flexible schedule to meet the department's needs.

• Valid driver's license and vehicle required, with the ability to travel regularly to store locations and other sites throughout the Portland metro area. Travel to Northern California may be required.

Education

An associate degree in computer science or related fields, IT support certification (s), or equivalent experience is required.

Mathematical Skills

The individual must have above-average mathematics skills. These include adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

The individual must be able to solve practical problems and deal with various concrete variables in situations where only limited standardization exists. They must be able to interpret instructions furnished in written, oral, diagram, or schedule form.

Language Skills

Ability to communicate clearly and effectively (verbally and via electronic media) with corporate staff, store employees, and vendors. Must have the ability to read, analyze, and interpret general requests. They must be able to present information and respond to questions from supported personnel effectively.

Physical Demands

Work occurs in the office, a variety of off-site environments, and a grocery store environment, which includes surfaces that can be wet and slippery, moderate noise levels, and temperature extremes in controlled environments in the cooler and freezer, and depending on location, working outside in all temperatures. There may be exposure to specific allergens and chemicals. In accordance with the Americans with Disabilities Act, the ADA Amendments Act of 2008, and other applicable state or local laws, we will make reasonable accommodations to qualified applicants and employees with disabilities.

Work Location

Bellevue, Washington; Metropolitan Market Retail Support Center