IT Site Support Tech II

Chewy•Plantation, FL

3d•Onsite

About The Position

Our Opportunity: We are seeking a highly motivated IT Site Support Technician II to join our IT Site Support team at our Corporate Headquarters in Plantation, FL. The Chewy IT Site Support team provides world-class Tier 2 and Tier 3 service and desk-side support to all internal customers. This team plays a fundamental role in providing and implementing solutions to computer and network problems. This includes responding to and resolving customer issues, problems, and questions relating to IT systems used throughout the organization. The team receives escalated service desk support requests by telephone, email, written communication, and in person, then troubleshoots, documents, analyzes, and resolves those requests. This is a great opportunity for someone who wants to be part of a vibrant, dynamic, and successful IT team.

Requirements

Minimum of 3–4 years of experience providing technical support.
CompTIA A+ or CompTIA Network+ certification.
Apple ACMT or ACSP certification.
Microsoft certifications such as MCSE, MCSA, or MCITP.
Functional knowledge of Active Directory and related services.
Experience administering Office 365.
Expert knowledge of Windows desktop operating systems, including Windows 8.1 Pro and Windows 10.
Experience supporting Apple computers in a Windows Active Directory environment.
Experience supporting the Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Certification in ITIL.
Knowledge of configuring and administering Microsoft Deployment Toolkit or System Center Configuration Manager.
Knowledge of project management methodologies.

Responsibilities

Create, maintain, and support standard Windows and Apple desktop configurations for use 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 Chewy’s IT Asset Lifecycle procedures.
Troubleshoot and resolve a variety of technical issues involving networks, client/server systems, PCs, desktop application software, and peripheral devices; escalate issues as needed.
Serve as an escalation point for all desktop-related issues while supporting the organization’s incident management practices.
Provide mentorship, training, and assistance to site support and service desk staff when workloads are high or additional experience is required.
Quickly and professionally respond to second- and third-level technical support requests received by phone, email, 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.
Maintain current knowledge of solutions available to perform software distribution, inventory, monitoring, updates, and ongoing maintenance for the organization’s client system environment.
Create technical documentation as required.
Participate in 24/7 support and the on-call rotation.
Must be available to work from 8:00 a.m. to 5:00 p.m.