Information Technology - Technician, IT Support

FreshRealm is currently in a high-growth state, and our culture of ACTIONS drives our team members forward to maximize their potential. We are a team of hardworking, passionate leaders who persevere through challenges, collaborate with one another to problem solve and achieve desired outcomes, and work to bring out the best in our employees as we service our customers. At FreshRealm, we welcome individuals from all backgrounds and abilities to apply and make employment decisions based on merit.  We are currently seeking a dedicated IT Support Specialist to enhance our technical support team. The successful candidate will possess a robust background in IT support, demonstrating a keen understanding of networking protocols, hardware troubleshooting, and software management. Expertise in managing multifunction printers, thermal printers and proficiency across various operating systems, including iOS, MacOS and Windows 10/11, is essential. Familiarity with Microsoft Azure, EntraID and ITSM tools such as Zendesk will be advantageous. Key Responsibilities Serve as the initial point of contact for resolving hardware, software, and application issues for all users Ensure timely and effective resolution of Service Desk tickets in adherence to Service Level Agreements (SLAs) Facilitate the onboarding process for new hires, including account provisioning and de-provisioning, with a focus on excellence in service Diagnose technical issues, leveraging available tools and adhering to established procedures and policies Install, configure, and maintain multifunction and thermal printers, ensuring operational efficiency Oversee network performance and security, implementing best practices for IT infrastructure Manage and resolve issues with iOS, MacOS, Windows, and Android-based handheld scanners Provide support outside of standard working hours, including after-hours and weekends, as required Qualifications A minimum of two years’ experience in an IT support capacity Comprehensive knowledge of networking principles, including configuration and troubleshooting techniques Hands-on experience with multifunction printers and thermal printers Proficiency in administering iOS, MacOS, and Windows platforms Exceptional problem-solving abilities Excellent communication skills, both verbal and written Capability to operate autonomously and collaboratively within a team environment Education High School Diploma or GED equivalent Preferred Certifications CompTIA A Network Security JamfPro Certification What We Offer Comprehensive benefits package for full-time employees including medical, dental, vision, pet insurance and legal insurance  401(k) with company match that is immediately vested Life and ADD insurance Opportunities for career growth with a dynamic company Time away from work Our Values at Work We believe that ACTIONS speak louder than words and our company values align to those ACTIONS. In Our Daily Work, This Looks Like: ACCOUNTABILITY: Set clear objectives and prioritize your tasks Hold yourself and your teams accountable for meeting deadlines Learn from your mistakes and use it as a learning opportunity to improve next time CHALLENGE WITH CURIOSITY: We challenge and engage with each other through curiosity and a drive to innovate and transform. This encourages us to learn from one another, be open-minded to other perspectives and possibilities, and continuously improve and problem-solve with intensity. We persevere through challenges, observe patterns, and pay attention to the details to make connections others may overlook, allowing us to exceed expectations. TRANSPARENCY & HONESTY: Maintain open and consistent communication. Admit mistakes and take ownership Document decisions to help avoid misunderstandings INNOVATION: Work with the end-user in mind and create solutions that will add value Question existing norms, assumptions, and best practices Experiment and take calculated, data-driven risks OBJECTIVITY: Utilize data and make data-driven decisions at every opportunity NIMBLENESS: Utilize time management to help stay focused and on task with urgency es and make adjustments accordingly Delegate and trust others to handle specific responsibilities with resources and support SUCCESS THROUGH OUR CUSTOMERS: Know your audience and the type of work they expect to receive as the end-result of a project, initiative, or task Seek feedback at different stages to ensure you’re on the right track Foster collaboration among cross-functional teams to ensure you’re providing the best experience and service to our consumers Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location.  We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements. We are an Equal Opportunity Employer