IT Services Technician

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose:

Provide onsite and/or remote IT equipment and end users support for a designated campus and affiliated off site locations.  Follow documented processes to resolve IT tickets in a timely and accurate manner.  Work with warehouse personnel to identify user issues and provide on-call support 24/7 every third week.  Work with multiple departments to provide basic to advanced troubleshooting support and provide support for other IT project initiatives.

This position will work out of our facility located at 4875 N Susquehanna Trail in York, PA 17406.

Duties & Responsibilities:

• Responds promptly to all requests for assistance and prioritizes and completes requests with a high level of customer service and within expected timeframes and/or service level agreements (SLAs).
• Respond to Service Now tickets assigned to group.  Repair, replace, or reimage devices to perform as intended to meet the needs of the business.
• Performs analysis, diagnosis, and resolution of complex end user computing problems, and recommends and implements corrective solutions.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user computing hardware (including desktops, laptops, printers, mobile devices, telephones, etc.) and related software.
• Testing new hardware and software with different IT departments or third-party vendors before full-scale integration. 
• Participates in managing inventory of new and used computers, printers, and copiers; software assets and licenses; and other technical equipment or supplies.
• Working with third party vendors on shipping and receiving returned repaired hardware in a timely manner.
• Provide on call support every third week to include holidays and weekends outside normal work hours.
• Additional job duties may be assigned as needed to meet the needs of the business and support our Values.

Qualifications:

• Associate degree or advanced apprenticeship in Information Technology or two or more years of relevant work experience. 
• Proven work experience in IT support or IT technician roles focused on customer support. 
• Ability to communicate, clearly and professionally, with outside vendors and partners,
• as needed.
• Must be able to work proactively, independently or in a group in high stress situations. 
• Ability to troubleshoot computer hardware, software and applications.
• Practical experience with internet and wireless devices and protocols. 
• Possess good time management skills and attention to detail.
• Experience creating reports using Excel and documenting procedures using Word.
• Ability to train and maintain forklift, pallet jack and JLG licenses to use when needed. 
• Ability to work in a freezer environment or at heights when needed.

Preferred Qualifications:

• Advanced knowledge on WAN/LAN technology with an emphasis in wireless.
• Active Directory experience.
• MS Visio experience to create equipment layouts. 

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Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. When considered together, the companies of Ahold Delhaize USA comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation, serving millions of omnichannel customers each week.