IT Support Technician - Plant

About FreshDirect

FreshDirect is reinventing the grocery experience. Our mission is simple: bring the best, freshest food directly from the farm to people’s homes, faster, fresher, and smarter than anyone else.

We are a technology-powered, customer-obsessed team building one of the most innovative end-to-end food supply chains in the industry. From proprietary routing systems to our state-of-the-art fulfillment center, we design every part of the business to deliver quality, convenience, and care.

We partner directly with farmers, fishermen, and artisans to source high-quality ingredients, then use smart data, automation, and logistics to deliver at peak freshness.

It’s grocery shopping reimagined, and we are just getting started.

The Role

IT Support Technicians are the first point of contact for warehouse and corporate employees seeking technical assistance. You will be part of the Plant Technology Services (PTS) team, delivering on-site technical support during busy production hours at multiple facilities. This role reports to PTS Shift Managers and senior staff of Plant Technology Services.

What You’ll Do

• Answer IT support helpdesk phone calls providing remote and onsite support.
• Respond to IT support requests and deliver quality resolutions within established Service Level Agreement (SLA).
• Configure and support hardware devices for end user deployment, including computers, desks, printers, wired and wireless, and mobile devices, plus POS (Point of Sale) devices.
• Perform scheduled and unscheduled move/add/change activities, including occasional off-hour physical work.
• Provide basic troubleshooting of network infrastructure, including IP address configuration and cable management, and support wired and wireless connectivity.
• Support Active Directory administration, including end user account management, applying security groups, and enabling application and system access.
• Assist end users with password reset processes.
• Provide A/V support for conference rooms, display units, projectors, and digital signage.
• Monitor alerts and respond as required.
• Configure and manage employee timekeeper systems (Kronos).
• Manage project tasks and documentation.
• Support inventory management, including spare parts.
• Handle purchase orders, and work with management to procure hardware and software when needed.
• Assist with onboarding and offboarding end users, data archiving, and equipment provisioning and reclamation.
• Work with vendor support contacts to resolve hardware and software technical problems.
• Request RMAs and prepare equipment shipments requiring external service.
• Adhere to Plant and Corporate IT operations procedures, including Safety/GMP practices.
• Record all incidents and requests in the service desk and escalate in the proper manner.
• Identify and use defined escalation processes for requests requiring further technical investigation.
• Define and create standard operating procedures (SOP) to promote consistency across service layers.
• Travel to remote sites for IT projects and field installation and support as required.
• Conduct weekly asset management and inventory of spare parts.
• Collaborate with the team on preventive maintenance and repairs of corporate technology infrastructure, including PCs, laptops, phones, printers, Kronos clocks, and audio and visual systems.
• Keep IT support process documents up to date.
• Research technological solutions and methods to meet business requirements.
• Identify opportunities for process improvements and work with department staff to define and implement changes.
• Establish and maintain effective working relationships through cooperative teamwork.
• Establish and follow assigned priorities based on business and operational needs.
• Strive to meet or exceed defined KPI (Key Performance Indicators) for the IT Service Desk team.
• Complete additional duties as requested by management.

What You’ll Bring

• Associate degree in technology or 3 years of work experience in a related field.
• Proficiency in working with a variety of computer systems and applications.
• Detail-oriented with the ability to manage multiple priorities.
• Ability to work well in a team environment.
• Excellent verbal, written, and analytical skills.
• Strong diagnostic, problem-solving, and communication skills.
• Knowledge of hardware and software applications.
• Good problem-solving skills, including the ability to visualize a problem and think abstractly to solve it.
• Strong interpersonal skills and ability to work with others.
• Remain productive during slower times and multitask effectively during busy periods.
• Patience and professionalism during stressful situations.
• 5-day, 40-hour work week including Saturdays and/or Sundays (some holidays), day shift.
• 4-day, 40-hour work week including Saturdays and/or Sundays (some holidays), night shift.
• Ability to work in cold environments, 38 degrees Fahrenheit.
• Ability to work responsibly without direct supervision.
• Ability to lift up to 35 pounds occasionally.
• Proficiency in English is required.
• Spanish is a plus but not required.

Values at FreshDirect

• A Passion for our customers
• One team, one mission
• Delivering excellence, every time
• Act with integrity
• Make fast, bold decisions

We love food. Yes, literally all of us.

What You’ll Love About Working Here

• A fast-paced, innovative environment where ideas turn into action
• Opportunities for growth, with many leaders rising through the ranks
• Direct impact on how thousands of customers experience food every day

Salary

$27.00-$32.00 per hour

Total Rewards & 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 our onsite employee market
• Mobile phone discounts through partnerships with T-Mobile and Verizon
• Gym membership discounts through NYSC

Our Culture

FreshDirect embraces an in-office culture where collaboration and energy come from working together in a shared space. You will work in an environment built around teamwork, where associates can innovate, grow, and build successful careers. Many leaders have come up through the ranks.