IT Support Technician Job at FreshDirect in New York

About FreshDirect

FreshDirect is reinventing the grocery experience. Our mission is to bring the best, freshest food directly from the farm to people’s homes – faster, fresher, and smarter than anyone else. We are a technology-powered, customer-obsessed team building the most innovative end-to-end food supply chain in the industry. We source ingredients from farmers, fishermen, and artisans and use smart data, automation, and logistics to deliver peak freshness to our customers’ doors. If you are passionate about innovation and want to be part of a team doing what no one else is doing, come build the future of food with us.

The Role

FreshDirect is seeking motivated and customer-focused IT Support Technicians to join our Plant Technology Services (PTS) team. You will be the first point of contact for employees in our warehouse and corporate offices, helping to ensure smooth technical operations during high-volume production hours. You’ll work closely with PTS Shift Managers and senior IT staff, supporting a wide range of hardware, software, and network systems in a fast-paced, technology-driven environment. This is a great opportunity for IT professionals who thrive on problem-solving, enjoy hands-on technical work, and want to contribute to the success of an innovative company.

What You’ll Do

• Act as the go-to resource for employees seeking IT support through in-person requests, phone, email, chat, and ticketing systems, delivering solutions within a 15-minute SLA.
• Troubleshoot and resolve issues related to Windows operating systems, desktop applications, hardware, peripherals, mobile devices, and specialized systems like pick-to-light and conveyor controls.
• Provide clear, professional guidance to end users on the use of software, hardware, and reference materials.
• Perform preventative maintenance on IT equipment and support plant network infrastructure, including wiring and connections.
• Accurately log, categorize, and prioritize tickets while following internal processes.
• Escalate complex issues to senior staff when needed, with timely follow-up until resolution.
• Assist with hardware inventory, equipment shipments, and RMA requests.
• Support safety standards, SOPs, and GMP practices to contribute to reliable IT operations.

What You Bring

• Associate’s degree in technology OR 2+ years of relevant IT support experience.
• Working knowledge of Windows operating systems, Microsoft Office, and PC hardware.
• General networking knowledge (TCP/IP) and familiarity with ticketing systems (preferred).
• Experience with low-voltage wiring is a plus.
• Strong troubleshooting, problem-solving, and communication skills.
• Ability to stay calm, professional, and effective during high-pressure situations.
• Flexibility to night shifts, including weekends and some holidays.
• Willingness to work in cold environments (38°F) and occasionally lift up to 35 lbs.
• English fluency required; Spanish proficiency is a plus.