IT Technician

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

Provide onsite and/or remote support for the York campus and affiliated off site locations IT equipment and end users. Follow documented processes to resolve Service Now tickets is a timely and accurate manner. Work with warehouse personnel to identify user issues and provide on-call support 24/7 every third week. Work with multiple departments to provide basic to advanced troubleshooting support and provide support for other IT project initiatives.

Responsibilities

• Responds promptly to all requests for assistance and prioritizes and completes requests with a high level of customer service and within expected timeframes and/or service level agreements (SLAs).
• Respond to Service Now tickets assigned to group. Repair, replace, or reimage devices to perform as intended to meet the needs of the business.
• Performs analysis, diagnosis, and resolution of complex end user computing problems, and recommends and implements corrective solutions.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user computing hardware (including desktops, laptops, printers, mobile devices, telephones, etc.) and related software.
• Testing new hardware and software with different IT departments or third-party vendors before full-scale integration.
• Participates in managing inventory of new and used computers, printers, and copiers; software assets and licenses; and other technical equipment or supplies.
• Working with third party vendors on shipping and receiving returned repaired hardware in a timely manner.
• Provide on-call support every third week to include holidays and weekends outside normal work hours.
• Additional job duties may be assigned as needed to meet the needs of the business and support our Values.

Requirements

• Associate degree or advanced apprenticeship in Information Technology or two or more years of relevant work experience.
• Proven work experience in IT support or IT technician roles focused on customer support.
• Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills.
• Must be able to work proactively, independently in high stress situations.
• In-depth knowledge of Windows, Mac, Linux and UNIX operating systems.
• Practical experience with internet and network security protocols.
• Time management skills and attention to detail.
• Ability to communicate, clearly and professionally, with outside vendors and partners, as needed.
• Knowledge in networking required with emphasis on LAN and WAN infrastructure.
• Experience creating reports using Excel, preparing presentations in PowerPoint and documenting procedures using Word.

Preferred Qualifications:

• A minimum of 3 years of experience in related field required.
• Strong experience in hardware and software installation and configuration.
• Experience troubleshooting different issues related to hardware and software, including printer problems.

ME/NC/PA/SC Salary Range: $20.43 - $30.63

IL/MA/MD Salary Range: $23.50 - $35.25

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.