Information Technology Site Support Tech II

Job Description:
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.
What you'll do:

• 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
• Must be available to work 8am to 5pm

What you'll need:

• 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)

Bonus:

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

The hourly range for this role is $27.40 - $41.10.

• The specific hourly range offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. In addition, this position is eligible for 401k.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Non-exempt hourly team members accrue paid time off (PTO) and are eligible for additional unplanned unpaid time off (UTO)Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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