Sr IT Support Technician

This Is Who We Are

Founded in 2013, Home Chef is the leading meal solutions company with both a retail and online presence. Available online at homechef.com and in retail at more than 2,100 Kroger grocery stores, Home Chef is committed to inspiring and enabling more people to cook simple, delicious meals, no matter how busy they are. Similar to our recipes, we recognize that variety is the spice of life; therefore, our employees also bring their uniqueness and color to our fantastic team. We're eager to work with humble team players and pragmatic next-level thinkers to innovate on Home Chef's offerings.

Overview

As a Senior IT Support Technician, your primary role will be to ensure the smooth operation of our plant network infrastructure by monitoring its performance, troubleshooting issues with computers and printers, and delivering comprehensive IT support to our internal staff. Collaborating within our IT team, you will actively contribute to the design and development of robust and highly available network architectures. Additionally, you will provide technical assistance in both office and industrial environments, serving as the sole IT representative at our distribution center. Your dedication to maintaining reliable IT services will be instrumental in enabling efficient operations across our organization.

Responsibilities

Internal Support:

• Collaborate with business leaders to understand technology requirements necessary for operational functionality.

• Monitor system performance and troubleshoot issues to ensure optimal functionality and efficiency.

• Provide technical support to end-users, including diagnosing and resolving hardware and software problems.

• Lead onsite risk mitigation & ensure plant lines are running smoothly and maintain secure WiFi/network connections.

• Efficiently manage and enhance weekly maintenance schedule for both current and emerging technologies, encompassing p2l, NVR systems, and other diverse systems.

• Deliver comprehensive IT support and troubleshooting services to office and industrial staff, with a focus on prioritizing tasks based on their potential impact on the organization.

• Identify the root cause of issues and take proactive measures to address them.

• Work across a diverse matrix of hourly associates, professionals, and leadership to identify and prioritize IT work.

• Escalate issues as needed to the IT team and maintain communication with staff.

IT Infrastructure:

• Proactively monitor and optimize network performance and availability to ensure seamless operations.

• Evaluate and recommend IT infrastructure upgrades and enhancements to meet evolving business needs.

• Collaborate with a larger IT team to facilitate the installation, monitoring, support, and troubleshooting of a wide range of network devices, including PCs, tablets, printers, scanners, time clocks, phones, and more.

• Routine maintenance and implement system upgrades for thermal printers and light industrial equipment. Skillfully identify potential problems, promptly addressing them through repairs and proactive troubleshooting.

• Actively contribute to the successful execution of special projects by working closely with the Network Administrator. Provide valuable assistance and support throughout the project lifecycle, leveraging your skills and expertise to achieve project goals and objectives. Collaborate effectively to ensure smooth coordination and seamless implementation of network-related initiatives.

IT Administration:

• Manage user accounts, permissions, and access rights to ensure data security and integrity.

• Conduct regular backups and implement disaster recovery plans to minimize data loss and downtime.

• manage the IT inventory, including tracking and maintaining hardware assets and software licenses.

• Conduct regular audits to ensure accurate inventory records and identify any discrepancies.

• Provide regular reports and updates on IT inventory status and usage to relevant stakeholders.

• Assist in the deployment and configuration of new hardware and software across the organization.

• Maintain documentation and records related to IT inventory, licenses, and warranties.

• Assist in the disposal or recycling of outdated or non-functional IT assets in compliance with policy.

• Document system configurations, procedures, and troubleshooting steps for future reference.

• Utilize ITSM (ticketing) system to properly document incidents and services according to IT dept policy.

• Coordinate with external vendors and service providers for hardware repairs, software updates, and maintenance activities.

• Participate in IT projects and initiatives, such as system upgrades, migrations, and implementations.

• Maintain a positive and proactive attitude, demonstrating excellent problem-solving and communication skills.

Travel:

• Occasionally travel to different locations as needed for onsite training and additional support coverage.

Qualifications

The qualifications listed below encompass the knowledge, skills, abilities, and other characteristics necessary for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of 3+ years of experience in IT support roles, demonstrating a solid foundation in providing technical assistance and troubleshooting to end-users.

• Ability to deliver a high level of support to others, ensuring prompt and effective resolution of technical issues

• Comfortable and proficient in PC troubleshooting, MAC OS, printer support, Android OS support, and possessing a general confidence in working with various technologies.

• Demonstrates the ability to quickly grasp and master new technologies, staying up-to-date with industry trends and advancements.

• Self-motivated individual with a strong work ethic, taking initiative and showing dedication to completing tasks and meeting objectives.

• Capable of working independently, displaying a high level of self-reliance and demonstrating an impeccable sense of honesty and integrity.

• Willingness to work in an industrial, low-temperature environment, adapting to the specific requirements and conditions of the work setting.

• Possesses problem-solving skills and the ability to work efficiently under pressure, maintaining composure and delivering quality results.

• Demonstrates excellent time management skills, effectively prioritizing tasks and managing workloads to meet deadlines.

• Ability to work collaboratively in a team environment, fostering cooperation and contributing to a positive work atmosphere.

• Shows flexibility and adaptability in response to changing priorities, assignments, and technology-related demands.

• Familiarity with ITIL (Information Technology Infrastructure Library) principles or certifications is a plus.

• Ability to acquire additional certifications including safety or training as required for the role.

• Displays a commitment to continuous learning and professional development in the field of IT support.

Salary: $62K-$72K

More About Us

Perks and benefits:

• Comprehensive Medical, Dental, and Vision Insurance - benefits start the 1st day of the month following your start date

• Company-paid Life Insurance, Short Term Disability, and Long Term Disability

• 401(k) Employer match

• Flexible spending accounts (FSA) for qualified Medical, Dependent Care, Parking, or Transit expenses

• Flexible paid time off (PTO) policy, holidays and sick time

• Generous Parental Leave

• State-of-the-art office in the historic Old Post Office building in downtown Chicago, close to multiple Metra and CTA options, and amenities such as a food court, onsite gym, and communal rooftop space

• Discounts on Home Chef meal kits and at Kroger stores

• Casual dress in a fun, friendly, and collaborative work environment

Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order!

How We Work Together

We are humble team players. We are warm and gracious with team members and customers. We seek feedback to improve ourselves - and respectfully listen to and accept input.

We are pragmatic next-level thinkers.We come up with novel and unique ideas. We explore new strategies to avoid being constrained by conventional thinking.

We take ownership.We approach ambiguous problems, prepared to dive in, get curious, and learn more. We are results-driven, always challenging ourselves to exceed goals.

Be at Home at Home Chef

We all show up authentically at Home Chef. Our team includes individuals with a variety of identities, backgrounds, and perspectives. You can trust that you'll be able to bring your whole self to an inclusive and enjoyable workplace.

We welcome people of all races, colors, religions, national origin or ancestry, sex (including sexual identity), age, physical or mental disabilities, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged/sealed convictions, or any other legally recognized protected basis under federal, state, or local law.

Home Chef is committed to the full inclusion of all qualified individuals. As part of this commitment, Home Chef will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact our People team at hr@homechef.com.

Home Chef is an equal opportunity employer.

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