Information Technology Site Support Tech II

Chewy•Boston, MA

4d•$27 - $41•Onsite

About The Position

Our Opportunity: We are seeking a highly motivated IT Site Support Technician to be part of an exciting team located at our Corporate Office in Boston, MA. The Chewy IT Site Support team provides world class tier 2 / 3 service and desk side support to all internal customers. The IT Site Support team plays a fundamental role in providing and implementing solutions to computer, network, and technology-related issues across the organization. This team is responsible for responding to and resolving customer inquiries and technical issues, as well as managing escalated support requests received by phone, email, or in person. Responsibilities include troubleshooting, documenting, analyzing, and resolving requests to ensure a reliable and seamless technology experience. This is a great opportunity for someone looking to join a collaborative, dynamic, and high-performing IT team.

Requirements

Minimum of 3 – 4 yearsʼ experience providing technical support
CompTia A+ or CompTia Network +
Apple ACMT or ACSP Certification
MS certifications such as MCSE, MCSA, and MCITP
Functional knowledge of Active Directory and related services
Experience administering Office 365
Expert knowledge of Windows Desktop Operating Systems (Windows 8.1 Pro and Windows 10)
Experience supporting Apple computers in a Windows Active Directory environment
Experience supporting MS Office Suite (Word, Excel, PowerPoint, Outlook)

Nice To Haves

Certification in ITIL
Knowledge of configuring/administering Microsoft Deployment Toolkit or System Center Configuration Manager
Knowledge of project management methodology

Responsibilities

Create, maintain and support standard Windows and Apple desktop configurations to be used organization wide
Research and develop new standard hardware and software for use in the enterprise environment
Analyze intermediate to complex problems and recommend hardware and software solutions as needed
Partner with specialty teams to provide quick, high quality custom solutions when needed that are aligned with IT standards and controls
Accurately monitor and track hardware and software inventory following Chewyʼs IT Asset Lifecycle procedures
Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PCʼs, desktop application software, and peripheral devices; escalate issues as needed
Serve as an escalation point for all desktop related issues supporting the organizationʼs incident management practices
Provide mentorship, training and assistance to site support and service desk staff when workloads are high or where experience is required
Quickly and professionally respond to second and third level technical support requests that come in via phone, e-mail and ticketing system and in person
Take a proactive approach to providing immediate and long-term solutions to issues and anomalies
Support departmental moves, adds and changes in and around the office
Maintains current knowledge of solutions available to perform software distribution, inventory, monitoring, updates and ongoing maintenance for the organizationʼs client system environment.
Creates technical documentation as required.
Participate in 24/7 support and on-call rotation

Benefits

401k
medical/Rx insurance
vision insurance
dental insurance
life insurance
disability insurance
hospital indemnity insurance
critical illness insurance
accident insurance
parental leave
family services benefits
backup dependent care
flexible spending accounts
telemedicine
pet adoption reimbursement
employee assistance program
discounts including 10% off pet insurance and 20% off at Chewy.com
paid time off (PTO)
unplanned unpaid time off (UTO)
six paid holidays per year
paid sick and family leave in compliance with applicable state and local regulations