Job Information
Pet Food Express IT Help Desk Technician in Concord, California
Pet Food Express is seeking a reliable problem solver and team player with customer service skills to join our IT Help Desk team! Reporting to the Service Desk Supervisor, the IT Help Desk Level 1 Technician is an entry-level role that works with our stores, warehouse, and corporate office to support users, resolve IT issues and work on IT projects and goals. This role works both remotely and in person, depending on the location being supported. The ideal candidate thrives in a collaborative and dynamic environment, is personable and comfortable interacting with a wide variety of stakeholders, and has the ability to learn and adapt quickly. If you think you have what it takes, but don't necessarily check every box in the job description, we encourage you to still apply. We'd like to learn more about you and see if you could be a great fit for our team!
Please Note: After several weeks of initial on-site training is complete, this position is a hybrid role, involving on-site work at stores and other facilities. Candidates who are fully remote or outside of California will not be considered at this time.
Responsibilities:
Serve as the first point of contact for employees from our corporate office, warehouse and retail stores seeking technical assistance
Work with the team to evaluate, implement, document, and increase adoption of new systems and processes to improve the efficiency, confidentiality, integrity and availability of systems and data
Triage, troubleshoot, resolve, and escalate customer and technical support issues with IT systems (e.g., point-of-sale, desktops, laptops, accessories, software, cloud applications, telephones, and mobile devices) utilized by employees in person or remote, via telephone, remote control, email, and our ticketing system
Provision and deprovision employee accounts and access to IT systems and applications
Image, configure, maintain, and physically install corporate and store IT systems
Conduct new user orientations and training on IT systems for corporate and store employees
Create and update requests, incidents, and process documentation to facilitate communication, eliminate duplication of effort and continually improve our processes and systems
Follow and help to create documented procedures, standards and escalate exceptions to appropriate personnel
Occasional (sometimes overnight) travel to stores and warehouse facilities for installations and to troubleshoot IT systems
Other duties as assigned
Qualifications:
Clear and effective verbal and written communication and presentation skills
A strong sense of urgency, ability to balance competing priorities, quickly respond to and work to resolve internal customer issues in a timely fashion
An enthusiastic, detail-orientated, organized, and self-motivated approach to your job and desire to start or improve your career as a technology professional
Excellent customer service, relationship, interpersonal, and teambuilding skills; able to balance the needs/input of multiple stakeholders and work cross-functionally to get things done efficiently
A solutions-oriented mentality and excellent problem-solving skills
Flexible availability and willingness to work a support schedule that includes, on-call, after-hours and weekend support (e.g., morning, afternoons, evenings, overnight, and weekends as assigned)
Proactive and able to work independently with minimal guidance and as part of a team in a remote work environment and on site at our warehouse, corporate and store locations as assigned
Experience troubleshooting hardware and software issues preferred
Experience using Microsoft Windows, Android, and iOS operating systems
Experience with Microsoft Office suite products
Ability to configure mobile devices and tablets, install and troubleshoot mobile applications
A valid California Driver’s License, clean driving record and reliable transportation
Ability to perform occasional lifting/moving/carrying of items weighing up to 50-75lbs.
Experience diagnosing, repairing, and replacing PC hardware components like memory, storage and internal/external peripherals is a plus
PFE Perks:
Grow with us: Many potential career paths and options for advancement within the company
Pet Friendly Workplace - bring your well-behaved pup!
Generous in-store employee discount that extends to your family
Be Healthy: Health with FSA options, dental, vision insurance, even pet insurance!
Plan for the future: 401k with employer match
Get Rewarded: Employee referral bonuses
Rest and Relax: Competitive Paid Time Off
The salary range for this position is expected to be $25.00-$27.00 per hour. Pet Food Express determines starting salary based on many factors, including but not limited to, local market rate, the qualified pool of candidates, internal compensation practices, a candidate’s actual skills and experience.
About the Company
Pet Food Express is a leading California-based pet specialty retailer with a passion for improving the lives of pets and their owners. Our philosophy revolves around the belief that pets are part of the family, deserving of the best care possible. Since our inception, Pet Food Express has been committed to making a positive impact on the communities we serve by promoting responsible pet ownership, supporting various animal welfare initiatives, and ensuring pets are happy, healthy and homed. With over 60 locations across the state, Pet Food Express has become a trusted destination for pet parents seeking high-quality products and personalized advice from knowledgeable and dedicated staff.
This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities.
Pet Food Express is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, sexual orientation, gender identity, or any other characteristics protected by applicable law. This applies to all Pet Food Express activities, including, but not limited to, recruitment, hiring, compensation, assignment, training, promotion, performance evaluation, discipline and discharge. Pet Food Express also provides reasonable accommodation of religion and disability in accordance with applicable law. We celebrate diversity and are committed to creating an inclusive environment for all employees. Pet Food Express is a place where everyone can learn and grow. However you identify and whatever your background, please apply if this is a role that would make you excited to come to work every day.
For applicants in our San Francisco, or Los Angeles locations: Pursuant to the San Francisco Fair Chance Ordinance, as well as the Los Angeles Fair Chance Initiative for Hiring, we will consider for employment, qualified applicants with arrest and conviction records in a manner consistent with the law.
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