What are the responsibilities and job description for the IT Support Operation Analyst position at FRESH DIRECT, LLC?
About FreshDirect
At FreshDirect, we are reinventing the grocery experience. Since day one, our mission has been simple: bring the best, freshest food directly from the farm to people’s homes – faster, fresher, and smarter than anyone else.
We’re not just a food company – we’re a technology-powered, customer-obsessed team building the most innovative end-to-end food supply chain in the industry. From proprietary routing systems to our state-of-the-art fulfillment center, every part of our business is designed to deliver unmatched quality, convenience, and care.
We partner directly with farmers, fishermen, and artisans to source the highest-quality ingredients, then use smart data, automation, and logistics to get them to our customers’ doors at peak freshness. It’s grocery shopping reimagined — and we’re just getting started.
If you’re passionate about innovation, care about what people eat, and want to be part of a team doing what no one else is doing, come build the future of food with us.
Overview
The IT Support Operations Analyst serves as the first line of technical support for corporate employees across both Mac and PC environments. This highly customer-facing role ensures smooth day-to-day operations by providing dependable, friendly service across Office 365, core business applications, and end-user hardware.
What You’ll Do
- Provide responsive, high-quality technical support in person and remotely.
- Troubleshoot issues within Office 365 (Outlook, Teams, SharePoint, OneDrive) and other business applications.
- Configure, maintain, and repair Mac and PC laptops, desktops, printers, and peripherals.
- Assist with Power BI access and basic dashboard support.
- Manage onboarding and offboarding: accounts, devices, and asset tracking.
- Document solutions, configurations, and processes clearly and accurately.
- Escalate complex issues to vendors or senior IT staff when needed.
- Support video conferencing setups, meetings, and corporate events.
What You’ll Bring
- Associate’s degree in IT or related field required; Bachelor’s preferred.
- 2–4 years of IT support or help desk experience in a corporate environment.
- Proficiency with Windows and macOS environments, Active Directory, VPN, and connectivity troubleshooting.
- Experience using ticketing systems (e.g., Jira, ServiceNow, Zendesk).
- Familiarity with Power BI or similar reporting tools a plus.
- Strong customer service, communication, and problem-solving skills.
- Ability to balance multiple priorities with professionalism and patience.
Preferred Certifications (Not Required):
- CompTIA A / Network
- Microsoft 365 Certified: Endpoint Administrator Associate
- Apple ACMT / ACiT (or Jamf experience)
- ITIL Foundation
What We Offer
- A collaborative, growth-oriented environment where IT supports every part of the business.
- Exposure to both Mac and PC ecosystems and modern enterprise tools.
- Opportunities to expand your technical skills and earn certifications.
- Competitive compensation and benefits package.
- A culture built on teamwork, accountability, and continuous improvement.
