Information Technology Support Technician

Job Title: IT Support Technician

Reports to: Director – IT Infrastructure

Location: Hybrid (Blue Bell, PA)

OUR COMPANY:

Have you ever wondered what it would be like to operate in an environment that prides itself on the commitment to lead with compassion, humility, and a sense of humor? It may just be time for you to escape the “daily grind” and join the Jacob Stern & Sons family today. At Jacob Stern & Sons, our employees provide solutions where others may only see problems. We are a uniquely peculiar company offering refuge to professionals who value respect and dignity rather than the status quo.

As one of the longest-running family-owned businesses in the U.S. offering more than 160 years of superior service, Jacob Stern & Sons is recognized worldwide for its stability, long-standing relationships, and a reputation synonymous with quality. We are a privately-owned importer, exporter, processor, and distributor of specialty agri-chemical products derived from natural sources. Today, Jacob Stern & Sons has grown to include four district business lines to better serve the needs of manufacturers at home in the U.S. and aboard. We invite you to learn more about Jacob Stern & Sons and apply today!

POSITION OVERVIEW:

Jacob Stern & Sons Inc. is seeking an experienced IT Support Technician to join the team in Blue Bell, Pennsylvania. Under the direction of the Director of IT Infrastructure, and in collaboration with the Infrastructure team, the IT Support Technician will utilize expertise in IT support and IT infrastructure to provide responsive, quality technical assistance, support, and training to the staff of Jacob Stern & Sons and Acme-Hardesty employees. The IT Support Technician will also ensure that systems are operating efficiently and are being properly utilized to their maximum benefit.

This role requires advanced knowledge, experience, and skillset of IT hardware and software support – including the analysis, troubleshooting, resolving, and communicating involved.

The ideal candidate for this role will be highly motivated, proactive, enjoy challenges and problem solving, and have a strong desire to take ownership of assigned responsibilities to enhance the organization’s IT support services, Help Desk as a whole, and IT infrastructure.

Applicants must be legally authorized to work permanently in the U.S. Local candidates only; no relocation benefits are available for this position.

RESPONSIBILITES AND ACCOUNTABILITES:

PRIMARY FUNCTIONS

• Provide remote and in-person support (when necessary) for all Tier 1/Tier 2 support to ~125 users (and growing) across 4 locations (and 3 time zones) in the US
• Utilize the IT Help Desk system to self-assign tickets, proactively and effectively communicate with requesters (end users), and resolve tickets (incidents & service requests) within defined SLAs
• Complete the laptop and account setups for all new hires, deliver them on time, and coordinate with HR and hiring managers to ensure equipment and access needs are met
• Lead the IT setup overview onboarding for new hires
• Lead and complete equipment (laptops & mobile devices) upgrades for staff members, defining the update schedule and ensuring that schedule is met
• Lead staff training as it relates to IT systems and applications, posting training content via Teams and/or creating How-To guides and knowledge base articles

PRINCIPAL RESPONSIBILITIES AND ACTIVITIES

• Perform duties in concert with the Information Technology team
• Provide hardware and software technical support for the office staff and remote staff with a focus on premier customer satisfaction
• Request feedback from customers to ensure their issue is resolved
• Develop training materials
• Provide training for technical solutions to maximize business productivity and data security
• Install, configure, and maintain computer and mobile device hardware/software
• Maintain hardware inventory
• Maintain software license compliance
• Complete assigned work within required time commitments with a focus on high quality
• Learn about, discover, and recommend technologies relating to computing and telecommunications systems that have the potential to favorably affect business results
• Foster positive relationships with 3rd party vendors for maximum benefit
• Possess and maintain a current and valid driver license with dependable transportation
• Ability to lift 50 lbs.
• Core hours are 8am to 5pm with availability for off-hour emergency support
• Ability to come onsite when needed to the Blue Bell office, with the expectation that more onsite support will be needed as staff returns to the office. This could eventually mean being onsite 3-5 days/week.
• Other duties assigned by IT management

SKILLS

• "Hands-on" orientation
• Ability to develop working relationships with individuals at all levels of the organization to enhance productivity and improve utilization of IT solutions
• Tenacious and proactive in approach to problem-solving
• Excellent communication and interpersonal skills
• Detail oriented and organized
• Desire to acquire new skills and knowledge
• Ability to work in a fast-paced environment, both independently and as part of a team

KNOWLEDGE ABILITIES AND SKILLS DESIRED:

• Bachelor’s degree in Cybersecurity, Information Security, or a Computer Science-related discipline
• At least 3 years of professional work experience troubleshooting IT hardware and software both networking and for end users, with increasing levels of responsibility
• Experience with business system networking and user support in a MS365 and Azure environment
• Administrative experience in Office 365, VPNs, Multi-Factor Authorization in an ITIL (or similar) framework for helpdesk and service management
• Advanced interpersonal and influencing skills; the ability to develop working relationships with individuals at all levels of the organization which enhances productivity, improves results of IT solution utilization, and advances the company culture
• Excellent business and personal judgment developed through previous experience with interactions with people at all levels of the business
• Advanced problem-solving skills dealing in all things hardware, software, and networking
• Highly developed interpersonal and influencing skills; the ability to develop working relationships with individuals at all levels of the organization
• Excellent business and personal judgment developed through previous experience with interactions with people at all levels of the business

CORE COMPETENCIES:

Verbal & Written Expression

The ability to communicate clearly and to adjust one’s use of language to the audience’s level. This includes expressing ideas and views clearly to others in writing.

Customer Focus

The ability to understand and anticipate the needs and perspectives of others and appropriately modify behaviors to maximize effectiveness. Takes action to provide quality services and communication to exceed customer expectations.

Results orientation

The ability to take direct action to attain or exceed objectives. Proactively anticipates, analyzes and addresses issues and quickly responds to business needs. A true problem solver who sees it, owns it, solves it, and does it.

Accountability & Integrity

Takes ownership of decisions and results of work. Adherence to the standards, values and rules of conduct associated with one’s position and the

culture in which one operates. Being incorruptible.

Teamwork & Cooperation

The ability to work effectively with others to achieve a shared goal - even when the object at stake is of no direct personal interest. The ability to involve internal & external resources as needed to achieve goals.

Business Orientation

The ability to recognize opportunities for new services and products and to act accordingly, taking measured risks into account.

Proactive Work Style

The ability to proactively identify areas of opportunity and act on those findings, recommending solutions, and taking ownership of those efforts to achieve results. Proactively communicating with team members is also a requirement.

Reporting Style

The ability to push information (findings, reports, updates) to management and team members, as opposed to having it pulled or requested

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Blue Bell, PA 19422: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Will you now, or in the future, require any type of visa sponsorship (ex. H1-B) ?

Experience:

• Help desk: 3 years (Preferred)

Work Location: Hybrid remote in Blue Bell, PA 19422

Salary : $56,000 - $70,900