IT Support Technician (Tier 2)

Job Description: Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list. Pattern is the premier partner for global ecommerce acceleration and is headquartered in Utah's Silicon Slopes tech hub—with offices in Asia, Australia, Europe, the Middle East, and North America. Valued at $2 billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of best-led companies in America by Inc. More than 100 global brands—like Nestle, Sylvania, Kong, Panasonic, Pandora and Sorel —rely on Pattern's global ecommerce acceleration platform to scale their business around the world. We place employee experience at the center of our business model and have been recognized as one of America's Most Loved Workplaces®. We need an IT Support Technician (Tier 2) to support the technical operations and employees located at our warehouse in Hebron, Kentucky. Your role will ensure that client systems are running efficiently by performing updates and maintenance tasks on hardware and software and resolving technical problems. You will also provide technical support and guidance to end-users by following in-place IT policies and procedures. This is a full-time role and will work a fully in-office schedule based in Hebron, KY. Frequently Asked Questions What is a day in the life of an IT Support Technician (Tier 2)? Respond to and resolve help desk requests through tickets, emails, chat, and phone calls Properly escalate complex issues to the Senior IT team Set up and remove accounts in compliance with IT policies and procedures Provide technical support by utilizing remote desktop software, such as TeamViewer Ensure security through established access controls and procedures Troubleshoot networking hardware and internet connectivity Troubleshoot hardware and software errors by running diagnostics, performing, and documenting resolutions Resolve tickets quickly and efficiently to meet in-place SLA policies Perform desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions What will I need to thrive in this role? Bachelor's degree in related field or an equivalent level of experience 3-5 years of previous Help Desk support experience Strong problem-solving and critical thinking abilities Familiarity with Microsoft Office Suite, Windows, and MacOS operating systems Experience with remote desktop support tools such as RDP or TeamViewer Experience managing user accounts in Google Workspaces Basic understanding of network principles Ability to completely follow help desk and IT operations best practices such as security, storage, data protection, and disaster recovery protocols IT industry certifications - preferred, but not required (A , Sec , Net , MCSA) What does high performance look like? Ability to completely follow helpdesk and IT operations best practices such as security, storage, data protection, and disaster recovery protocols Ability to work effectively and efficiently in a high-volume, fast-paced environment Effectively prioritize tasks based on the level of severity Ability to work independently and as part of a team What is the team like? You will work with other IT Support Technicians and be supervised by the IT Support Manager. You will also be mentored by the Chief Information Officer and meet with him on a regular basis to discuss your performance. This team is data driven and results oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and input are encouraged from all members. Sounds great! What’s the company culture? We are looking for individuals who are: Game Changers - A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes. Data Fanatics - A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data. Partner Obsessed - An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern. Team of Doers - Someone who is a part of team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners. What is the hiring process? Initial phone interview with Pattern’s talent acquisition team Video technical interview with a hiring manager Behavioral interview with Pattern’s CIO Professional reference checks Executive review Offer How can I stand out as an applicant? Be prepared to talk about professional accomplishments with specific data to quantify examples Be ready to talk about how you can add value and be the best addition to the team Focus on mentioning how you would be partner obsessed at Pattern Be prepared to talk about any side projects related to data and analytics Why should I work at Pattern? Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include: Unlimited PTO Paid Holidays Company Paid Life Insurance Casual Dress Code Competitive Pay Health, Vision, and Dental Insurance 401(k) Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Ecommerce is booming. The challenges we solve are exciting. And we’re just getting started. We’re looking for talented people with plenty of hustle to change the game at Pattern. Is that you? Let's chat