What You'll Do

Primary Responsibility:Responsible for coordinating technical support activities within the IT infrastructure team to ensure timely and consistent follow-up with our North America infrastructure team. Serves as the primary POC for ticket assignment for the infrastructure team. Function as the support liaison between end users and the Information Technology support teams by driving the change and problem management ITIL processes. Essential Functions:• Provide analytical, technical, and administrative work in the support of both internal and external IT Customer Support customers.• Create and maintain standard documentation to support all ITIL related processes.• Play an active role in championing and maturing ITIL related processes within the organization. • Responsible for the change and problem management process which includes but is not limited to, overseeing respective meetings on a weekly basis.• Assist in the administration of the ITSM platform within the organization.• Maintain accurate information and data regarding the change and problem management processes.• Assume ownership of Service Desk support tickets for the EUC team and assign them to technicians in a balanced fashion.• Monitor ticket priorities, to ensure reported issue are resolved within the SLA.• Provide visibility for tickets that may fall below the standard service level expectation• Act as a point of escalation for any tickets that may be outstanding and require additional support.• Provide reporting and documentation daily for team managers for tickets that will fall below the service level expectation.• Prioritize tasks based on service level agreement criteria or as directed and with limited supervision.• Responsible for security, integrity, and reliability of Americold data• Follow policies and procedures and assist in enforcing computer/electronic communications/voice mail policies. • Participate in team meetings and one-on-one manager/technician meetings. • Participate in published HR training and development initiatives. • Participate in the published “on-call” rotation.• Other duties as requested.

What Experience You Need

Qualifications & Experience:• 6 years of relative technical experience, or equivalent combination of education and experience• 2 years of ITSM development experience to include business rules, layout, forms, and business objects.• ITIL Foundations certificate preferred• Citrix environment experience preferredKnowledge & Employment Standards:• IT Technical Coordinator: Perform work with minimal direct supervision. May take some technical direction from senior technical staff. Lead small- to mid-size projects. Produce quality and quantity of work that would generally be expected at an experienced IT Technical Coordinator.• Ability to influence others without direct leadership responsibilities.• Ability to work in team-oriented environment with extremely strong customer service skills• Ability to manage shifting priorities easily• Self-motivated and directed, with keen attention to detail and the ability to follow-up in a timely fashion• Ability to support assigned Corporate applications with Vendor and team support.• Strong Knowledge of ticket based support systems• Working knowledge of RF scanning systems in an industrial environment • General knowledge of Ethernet, Wi-Fi networks• Ability to manage assigned projects to completion• Willingness to travel as requiredPhysical Requirements & Abilities:• The physical demands described below are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job• Requires the ability to sit for long periods of time, with frequent interruptions• Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending• Requires manual dexterity with normal hand and finger movements for typical office work• Talking, hearing, and seeing are important elements of completing assigned tasks• May require travel by automobile and airplane• May require visiting facility operations in temperatures at or below freezing• May carry loads related to travel and occasionally lifts, carries, positions, or moves objects weighing up to 20 pounds• Requires the use of various electronic tools• Occasionally works evenings or weekends in order to complete objectives or to attend meetings• Requires the ability to relate to others beyond giving and receiving instructions: must partner with colleagues without exhibiting behavioral extremes• Requires the performance of work activities including reasoning, negotiating, instructing, persuading, or speaking with others; and respond appropriately to constructive feedback from executive managementAmericold is an Equal Opportunity/Affirmative Action EmployerEOE/AA M/F/D/V DFW

What Could Set You Apart

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