IT Site Support Tech II
About the role
We are seeking a highly motivated IT Site Support Technician II to join our IT Site Support team at our Corporate Headquarters in Plantation, FL. The Chewy IT Site Support team provides world-class Tier 2 and Tier 3 service and desk-side support to all internal customers. This team plays a fundamental role in providing and implementing solutions to computer and network problems. This includes responding to and resolving customer issues, problems, and questions relating to IT systems used throughout the organization. The team receives escalated service desk support requests by telephone, email, written communication, and in person, then troubleshoots, documents, analyzes, and resolves those requests. This is a great opportunity for someone who wants to be part of a vibrant, dynamic, and successful IT team.
Responsibilities
- Create, maintain, and support standard Windows and Apple desktop configurations for use 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 Chewy’s IT Asset Lifecycle procedures.
- Troubleshoot and resolve a variety of technical issues involving networks, client/server systems, PCs, desktop application software, and peripheral devices; escalate issues as needed.
- Serve as an escalation point for all desktop-related issues while supporting the organization’s incident management practices.
- Provide mentorship, training, and assistance to site support and service desk staff when workloads are high or additional experience is required.
- Quickly and professionally respond to second- and third-level technical support requests received by phone, email, ticketing system