IT Support Technician

Department: IT

Reports To: Assistant Director of IT

Location: All City Market Locations

Division/Status: All Leadership Team

Summary

City Market, Onion River Co-op is seeking an IT Support Technician who is responsible for maintaining our technical infrastructure and ensuring that the staff has the required tools, systems, and information to perform their duties. This position will analyze existing data, communication, and business processes, and will develop & implement solutions to increase efficiency. This position will provide training, technical documentation, and technical assistance to end users, ranging from basic hardware support to complex network troubleshooting.

Do you have an interest in local food systems and helping the community have access to a wide variety of local, organic, and conventional products at a fair price? Do you want to be a part of a team that furthers the Co-op’s mission and happenings and can help shape the future of the Co-op?

If you are interested in working for a community-owned business and playing an active role in our vibrant local food system, then we would love to hear from you!

Day-to-Day Duties

• Technical support that includes promptly responding to IT-related inquiries from employees via our ticketing system following ITIL best practices, diagnosing and resolving hardware, software, and network issues, including point-of-sale (POS) systems, barcode scanners, service scales, and printers, and assisting with password resets, account management, and access permissions.
• System maintenance and monitoring that include monitoring and maintaining the health of store servers, work stations, and peripherals, performing routine system updates, patches, and backups, maintaining and configuring PBX and VOIP phone systems, and collaborating with the IT team to ensure and improve upon data security and compliance.
• Inventory management that includes tracking and managing IT assets, including computers, tablets, and mobile devices, coordinating equipment repairs or replacements as needed, including maintaining a pre-scheduled workstation replacement plan, and maintaining accurate records of hardware and software licenses.
• Training and documentation that include training employees on basic IT procedures, such as troubleshooting common issues, and creating and updating user guides and documentation for IT processes.
• Vendor liaison that includes communicating with external vendors for technical support, warranty claims, and equipment repair or procurement and assisting in evaluating and selecting new IT solutions for the store.
• Emergency response that includes being available for after-hours support during critical incidents or system outages and collaborating with other IT team members to resolve emergencies promptly.
• General duties that include keeping knowledge up to date on current best practices, industry standards, and current technology as it evolves, being a member of the All Leadership Team, and directing and overseeing the work of others by making decisions that affect workflow and procedures within their department, being involved in group decision making for organizational planning, and implementing immediate and long-range planning as well as tactical and strategic thinking for department needs and personnel development.
• Adhere to all department and company policies as well as the City Market Employee Guide and Collective Bargaining Agreement.
• Be proactive with regard to creative self-learning and professional development while having a curiosity and desire to learn.
• Attend all required meetings, trainings, seminars, and workshops.
• Support City Market's Global Ends, Values, Co-op Principles, and Diversity Statement.
• Providing the highest level of service possible to our customers, vendors, co-workers, and community.
• Maintain the highest standards of professionalism and contribute towards a positive work environment that requires the highest standard of personal conduct and excellence.
• Holding a high degree of confidentiality and discretion at all times as this position is regularly exposed to organization-wide confidential information including but not limited to financial, personnel, customer, and vendor.
• Perform other duties as assigned.

Qualifications

Education & Experience:

• Associate's degree, formal technical training, or equivalent experience; relevant certifications (e.g., CompTIA A , Microsoft Certified: Modern Desktop Administrator Associate) are a plus
• Prior experience in IT support or help desk roles preferred.
• Familiarity with grocery store operations and POS systems advantageous.

Technical Skills:

• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal abilities.
• Proficiency in Windows and basic networking concepts.
• Ability to work independently and prioritize tasks effectively.
• Familiarity with electronics and hardware repair.
• Ability to operate hand and power tools, and to operate/understand mechanical functions and equipment. Working knowledge of industry-standard equipment preferred.

Travel Requirements:

• This position will occasionally be required to work at other City Market locations for coverage or to attend required meetings, trainings, etc.

Benefits:

Store discounts; free fitness classes, award-winning Wellness Program; Employee Assistance Plan; paid volunteer time; affordable & comprehensive medical, dental, vision, life, disability insurances; paid time off; 401k with 6% match; spending accounts & more!