Information Technology Site Support Tech II

Chewy•Goodyear, AZ

1d•Onsite

About The Position

The Information Technology Site Support Tech II delivers reliable, high-quality IT support for Chewy’s PHX1 Fulfillment Center. The role supports technology used in fulfillment operations by troubleshooting hardware, applications, network connectivity, mobile devices, printers, and other site technology. It partners with team members, Operations, vendors, and other IT teams to resolve issues and provide a professional, positive support experience. Reporting to the FC IT Site Manager, the position also contributes to continuous improvement and the development of technical knowledge and site-wide IT support.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field, or at least 3 years of relevant IT support experience.
Experience supporting PCs in a Windows Active Directory environment, including PC and printer troubleshooting, repair, deployment, and decommissioning.
Working knowledge of networking concepts and protocols, including DNS, DHCP, HTTP, SSL, and TCP/IP, and ability to troubleshoot common connectivity issues.
Experience with Microsoft Administration, Mobile Device Management, RF technologies, asset management, and data cabling, and ability to manage and prioritize ServiceNow support tickets.
Strong troubleshooting, organization, time management, communication, and problem-solving skills; ability to prioritize competing tasks and work effectively in a fast-paced, multi-user environment.
Ability to participate in a 24/7 support and on-call rotation and work flexible schedules, including nights, weekends, and holidays, based on operational needs.
Ability to travel up to 10% to support operations, training, and project initiatives at other Chewy locations.
Ability to frequently move and carry equipment weighing up to 50 pounds; the description also specifies the ability to lift and push 50 pounds.
Ability to stand or walk for 6–8 hours per day; the description also specifies standing or walking for 10–12 hours per day.
Demonstrated experience leading continuous improvement initiatives and managing work in an SLA-driven support organization.
Experience managing vendor contracts, service providers, and business relationships, and resolving service outages or operational escalations.
Ability to explain complex technical topics clearly to audiences with varying leadership experience and technical knowledge.
Experience working in a CMS.
Highly developed intrapersonal skills.
Ability to follow an in-house style guide.
Love of pets and passion for their care and health.

Nice To Haves

Previous IT support experience in a Fulfillment Center, warehouse, distribution, eCommerce, or similar operational environment.
CompTIA A+ or Network+ certification.
Experience working within an SLA-driven IT support environment.
Knowledge of Motorola/Zebra RF devices, including MC92N0, VC70N0, and WT41N0 units.
Experience with data cabling and computer or technology facilities maintenance.
Working knowledge of SOTI MobiControl or similar mobile device management technologies.

Responsibilities

Deliver customer-focused IT support to PHX1 team members by troubleshooting and resolving application, hardware, network, mobile device, and peripheral issues.
Diagnose, document, analyze, and resolve support requests and incidents in ServiceNow, meeting established service levels and providing timely updates.
Install, configure, troubleshoot, maintain, deploy, and decommission desktops, laptops, printers, RF devices, peripherals, and other supported Fulfillment Center technology.
Perform computer and printer troubleshooting, asset management, data cabling, basic network support, and systems administration across supported hardware and software environments.
Partner with local and remote IT teams, Operations, contractors, and vendors to troubleshoot issues, coordinate support, and minimize operational disruptions.
Follow standard operating procedures and technical documentation, applying judgment to determine appropriate troubleshooting and resolution paths.
Support change management and participate in implementing, testing, and validating technology changes affecting Fulfillment Center operations.
Maintain accurate technical documentation, asset records, support notes, and knowledge base content.
Identify and contribute to improvements in technical support processes, customer experience, reliability, and operational efficiency.
Share technical knowledge, assist colleagues with unfamiliar issues, and escalate complex or higher-risk problems through appropriate support channels.