Is&T Support Coordinator

Birite • Brisbane, CA

9d • Onsite

About The Position

BiRite Foodservice Distributors is seeking an IS&T Support Coordinator to oversee daily operations of the Information Systems and Technology Support Desk. This role involves providing high-level technical support, troubleshooting, and maintenance for company applications, software systems, and communication platforms. The position requires a blend of hands-on technical problem-solving, leadership, and administrative duties, including managing requests, establishing support policies, mentoring junior staff, and assisting the IS&T Director. Key responsibilities include managing the online customer ordering platform, the lifecycle of mobile devices, administering the VOIP platform, overseeing an MDM system, and creating routine reports. The ideal candidate is a logical, detail-oriented leader dedicated to data integrity, service excellence, and efficient cross-functional operations.

Requirements

• Minimum of 3 years in application support, IT support, or a related role.
• Strong knowledge of application troubleshooting, software configuration, and system integrations.
• Knowledge of SQL and database management basics.
• Advanced proficiency in creating, updating, and managing complex spreadsheets to track data and trends.
• Knowledge of data cloud platforms (e.g., Snowflake) and data warehouse concepts.
• Experience utilizing modern reporting and business intelligence tools such as Tableau.
• Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Experience managing communication platforms (e.g., Slack).
• Experience administering Mobile Device Management (MDM) systems and VOIP communication platforms.
• Excellent analytical and problem-solving skills.
• Strong communication skills, both verbal and written.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to remain calm and courteous under pressure, navigate tense situations and communicate professionally with persons of all backgrounds.
• Work may be repetitious, stressful and with little time in between calls.
• Prolonged periods sitting at a desk and working on a computer in an office setting.
• Carrying and Lifting: May need to move or lift up to 50lbs.
• Frequently required to use hands and fingers to operate a computer keyboard, mouse, and telephone keyboard, and talk or hear.
• Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus.

Nice To Haves

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent experience, is preferred.
• Familiarity with cloud-based systems (e.g., AWS, Azure) is a plus.

Responsibilities

• Provide first and second-level support for company applications and software systems.
• Oversee Zendesk operations, ensuring prompt ticket assignment, tracking, monitoring, and successful completion.
• Promptly troubleshoot and resolve application-related and desktop-level issues to minimize downtime.
• Monitor the daily operations of the online ordering system, tracking trouble reports, managing vendor responses to bug fixes, and following up on new features.
• Assist with new user setup and teardown processes, specifically managing the creation and removal of mobile device and VOIP profiles.
• Direct intern staff activities, providing guidance to ensure their time is spent wisely and productively.
• Work with software and third-party vendors, as well as internal teams, to escalate complex issues and ensure all technical platforms are being used efficiently.
• Perform routine daily, monthly, and yearly reporting tasks.
• Create, update, and maintain complex spreadsheets to track data, analyze recurring technical problems, and identify long-term trends or solutions.
• Assist in software installations, configurations, updates, patches, deployments, and system integration testing.
• Perform regular maintenance and monitoring of applications to ensure optimal performance.
• Create and maintain technical documentation, including user guides, troubleshooting manuals, and training materials, to educate end-users on application functionalities.
• Ensure continuous data integrity and security across all supported applications and software systems.

Benefits

• Health, Dental, and Vision Insurance (after completion of 60-day introductory period)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• 401(k) with Employer Matching (after 6 months of continuous service)
• Paid Time Off (PTO) and Paid Holidays
• Employee Anniversary Bonus (5-year increments)
• Employer-Paid Basic Life and Basic AD&D Insurance
• Voluntary Life and AD&D Insurance
• Profit Sharing (after 1 year of continuous service)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level