IT Support Operations Analyst

Support end users across plant, manufacturing, and corporate environments through hands-on IT operations, troubleshooting, and service desk execution.

Responsibilities

• Answer IT support helpdesk phone calls and provide both remote and onsite support.
• Handle IT support requests and deliver quality resolutions within established Service Level Agreement (SLA) targets.
• Configure and support end user hardware for deployment, including computers, desk, printers, wired/wireless, mobile devices, and POS (Point of Sale) devices.
• Complete scheduled and unscheduled moves, adds, and changes, including off-hours physical work as needed.
• Perform basic troubleshooting for network infrastructure, including IP address configuration and cable management; support both wired and wireless connectivity.
• Administer Active Directory, including end user account management, security group application, and access to applications, systems, and resources.
• Assist with password reset processes for end users.
• Provide A/V support for conference rooms and display units, including projectors and digital signage.
• Monitor alerts and respond appropriately.
• Configure and manage employee timekeeper systems, including Kronos.
• Support project tasks and maintain documentation.
• Manage inventory, including spare parts and asset counts.
• Handle purchase orders and coordinate with management to procure hardware and software when needs arise.
• Support onboarding and offboarding, including data archiving, equipment provisioning, and reclamation.
• Coordinate with vendor support contacts to resolve hardware and software technical issues.
• Request RMAs and prepare shipments for equipment sent for external service.
• Follow Plant and Corporate IT operations procedures, including Safety and GMP practices.
• Record incidents and requests in the service desk and escalate in the proper manner.
• Use defined escalation processes for requests requiring further technical investigation.
• Define and create standard operating procedures (SOPs) to support consistency across service layers.
• Travel to remote sites for IT projects and field installation/support as required.
• Conduct weekly asset management and spare parts inventory.
• Collaborate on preventive maintenance and repairs for corporate technology infrastructure, including PCs, laptops, phones, printers, Kronos clocks, and Audio/Visual.
• Keep IT support process documentation up to date.
• Research technology solutions and methods that meet business requirements.
• Identify process improvement opportunities and work with team members to define and implement changes.
• Maintain effective working relationships across teams through cooperative collaboration.
• Set and follow assigned priorities based on business and operational needs.
• Work to meet or exceed KPI targets for the IT Service Desk team.
• Perform other duties as requested by management.

Requirements

• Associate degree in technology OR 3 years of work experience in a related field.
• Proficiency working with a variety of computer systems and applications.
• Detail oriented with the ability to manage multiple priorities.
• Ability to work effectively in a team environment.
• Excellent verbal, written, and analytical skills.
• Strong diagnostic, problem-solving, and communication skills.
• Knowledge of hardware and software applications.
• Experience with project implementation fundamentals.
• Ability to work with no direct supervision; detail oriented and very punctual.
• Excellent communication and organizational skills.
• Bilingual (English and Spanish).
• Experience with Windows 10/11 and Office 365.

Technology

• Active Directory
• Kronos
• Windows 10
• Windows 11
• Office 365
• POS (Point of Sale) devices

Compensation & Location

• Bronx, NY (onsite)
• USD 30–34 per hour

Benefits

• Competitive compensation and comprehensive benefits.
• PTO, Safe & Sick Time, and Paid Holidays.
• Medical, Vision, Dental, and Voluntary Disability coverage.
• 401(k) with employer match and Life Insurance.
• State-of-the-art Bronx campus with on-site basketball court, cafeteria, and employee market.
• Onsite FREE parking.
• FREE employee shuttle bus service from nearby Subway station.
• Training, leadership development, and tuition discount at local colleges.
• 20% employee discount on FreshDirect online orders and Brooklyn wine store.
• Minimum 50% employee discount at onsite employee market.
• Mobile phone discounts through partnerships with T-Mobile and Verizon.
• Gym membership discounts through NYSC.

Additional Information

• In-office culture with collaboration and shared space energy.
• Equal opportunity: Fresh Direct, LLC and its affiliates do not discriminate against applicants or employees based on protected characteristics under federal, state, or local law.