Senior IT Technician

Chobani•Allentown, PA

4d•Onsite

About The Position

The Sr. IT Technician role provides excellent onsite Tier 1 and Tier 2. IT support directly to end users in our energetic office and manufacturing environments. IT Technicians troubleshoot and resolve issues with desktops, printers, networks, phones, and related equipment, adhering to Chobani’s IT standards and applying KCS practices. This role emphasizes primary end user support for the executive management team and their assistants. The technician acts as the main point of contact for IT with the Executive Leadership Team (ELT).

Requirements

High school diploma or equivalent required, associate's degree in IT related field preferred
3-5 years of experience with Mac and PC computers, phone, and printer troubleshooting
5 years of experience with Windows, Mac OS X, iOS, ServiceNow, MS Office suite, and server administration tools
3 years experience required working as an I.T. Technician providing end user support required
3-5 years experience required performing basic software and network troubleshooting
Technical writing skills for "how to" instructions
2-5 years of experience providing phone and desk side support
Work on a team in a fast-paced environment, balancing multiple priorities
Detail oriented
Knowledgeable of new technologies
Proficient in desktop operating systems and productivity applications.
Superb communication and presentation skills
Advanced customer service delivery in varied environments
Proficient in documenting processes and workflows
Familiarity with incident ticketing systems
Able to maintain confidentiality

Responsibilities

Provide excellent IT support to employees by fulfilling requests and diagnosing intermediate issues both remotely and onsite
Guide employees in a user-friendly, professional manner and may include one-on-one training as needed.
Resolves and addresses issues related to windows PC’s, security authentication, Mac’s, mobile devices, virus / malware removal
Provisions and replaces computers, printers, smart devices and other IT endpoint equipment as part of the company refresh program
Document work performed in Service-Now system using a prescriptive and detailed KCS methodology
Work with various IT vendors directly to resolve issues as needed
Makes recommendations to improve current troubleshooting approaches and request processes by documenting work using KCS methodology
Proactively identify and raise issues based on observed trends to the team and members of management
Serve as the first point of contact for all executives and provide support for all end user computing service requests
Provide recommendations to Executives on the best use of IT Services to meet their needs.
Configure Executive’s personal devices including laptops, desktops, mobile devices, video and teleconferencing.
Diagnose and apply logical solutions to resolve problems pertaining to personal devices, network connectivity, printing and application usage for the Executive team.

Benefits

medical, dental, vision coverage
disability insurance
health savings account
flexible spending accounts
tuition reimbursement
401k match of 100% on up to 5% of eligible pay
fertility and childcare assistance
12 weeks of parental leave at full pay after six months of continuous employment
wellness resources which include an employee assistance program, fitness discounts, a wellness reimbursement, on-site gym access (certain locations) and a monthly wellness newsletter
120 hours of paid time off
11 holidays
paid volunteer time off