Job Information
Hartz Mountain IT END USER SUPPORT TECHNICIAN (ON-SITE) in Secaucus, New Jersey
About Us:
Join Hartz, where our love for pets drives everything we do. With over 95 years of commitment to pet care excellence, we are a trusted household name across the United States. Innovation is at the heart of our mission as we continuously strive to provide products that nurture the special bond between pets and their owners, ensuring they experience nothing but Unconditional Love.
As leaders in the pet care industry, we are dedicated to pioneering advancements that enhance the well-being of pets, leading to happier, healthier, and longer lives. Our success is fueled by the passion and dedication of our diverse team members, who bring their unique perspectives and talents to every aspect of our work.
We are committed to cultivating an inclusive and supportive work environment where individuals from all backgrounds and identities are valued and empowered to thrive. At Hartz, your contributions matter, and together, we empower our employees and furry companions to make a meaningful impact within our company and beyond. Join us in shaping the future of pet care and experience the joy of making a difference, one pet at a time.
What We Offer ...
- Competitive compensation and 401(k) match with immediate vesting
- Comprehensive Health Insurance: Medical, Dental, Vision, FSA, Life & Disability Insurance
- Generous PTO, paid parental leave, tuition reimbursement, and other perks
- A casual and pet-friendly work environment. You can bring your pet to work!
- Opportunity to learn and develop
The Role ...
We are seeking a dedicated and technically proficient End User Support Technician to join our Information Technology team. This role requires a strong customer-oriented mindset, as you will be the first point of contact for our end users, providing them with technical support and assistance, as you handle requests within our organization's desktop and laptop computing environment in-person.
Under direct supervision, you will provide Tier 1 technical support to serve end users in resolving hardware, software, and/or network-related issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities. This is a full-time non-exempt hourly position that is on-site Monday through Friday, and is located at our Secaucus, NJ corporate headquarters.
Your Responsibilities ...
- Install, diagnose, repair, maintain, and upgrade all hardware and equipment (including but not limited to PCs, terminals, printers, and scanners) to ensure efficient workstation performance
- Install new or enhanced functions or features including hardware, software, peripherals, and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)
- Complete user data transfer on an as-needed basis
- Process and execute de-installation of equipment including: de-tagging, erasing, and disposing of data and information residing on hard drives, stripping for disposal, updating in the asset tracking system, and preparing equipment for redeployment or disposal
- Complete hardware imaging, deployment, and repair management services
- Manage the incident lifecycle process by documenting work notes, attaching relevant knowledge, and detailing incident resolution
- Isolate system issues by diagnosing standard software problems and report hardware issues to respective IT team member
- Collaborate with the asset management team to coordinate replacement or set-up for open tickets requiring spares and accessories
- Provide hardware support for desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners
- Assist with technology refresh and provide recommendations
- Participate in IT hardware/software budget preparation including support contracts and renewals
- Assist the asset management team in sharing the IMACs for new installations, movement on floors, and carrying out physical verification activities
- Monitor service request queues for issues that require resolution and escalate them to the next level team member if needed
- Maintain compliance with Hartz policies and guidelines regarding desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal, etc.
- Handle shipping and receiving requests for the movement of end devices within local and remote offices
- Enable end-user/equipment installs, moves, and changes (IMAC) requests
- Fulfill service requests as needed, prioritizing based on ticket urgency
- Maintain on-call flexibility to provide immediate response for emergencies
- Resolve problems efficiently and accurately and provide end-user assistance as needed
You'll Need ...
- CompTIA A+ Technical Training Certificate or a Technology-related degree
- 2+ years' experience as a Desktop Support Technician, Technical Support Engineer or similar role
- Hands-on experience with Windows/Linux/Mac OS
- Cell Phone MDM experience a plus
- Working knowledge of office automation products and computer peripherals (e.g. printers and scanners)
- Knowledge of network security practices and anti-virus programs
- Familiarity with various networking technologies
- Demonstrated ability to perform remote troubleshooting and provide clear instructions
- Strong diagnostic, problem-solving, and analytical skills coupled with effective communication and teamwork abilities
- Customer-oriented attitude with a strong aptitude for customer support
- Excellent problem-solving and multitasking skills
- Ability to lift up to 50 lbs. (servers, desktops, laptops, etc.)
Hartz is an equal opportunity employer fully committed to promoting diversity in the workplace.