3rd Level Desktop Support Technician
6 days ago
Chicopee
Job Description Why Join Pioneer Cold as a 3rd Level Desktop Support Technician: • Company Stability & Job Security - Founded in 1947, Pioneer Cold has maintained nearly 80 years of uninterrupted operations, demonstrating uncommon stability in the cold‐storage and logistics industry, where year‐round food distribution limits seasonal volatility., • Operate IT at Scale - Support one of the largest temperature‐controlled facilities in the Northeast, encompassing over 11 million cubic feet of frozen, refrigerated, and dry storage and the complex systems that enable it. High-impact, mission-critical, niche IT role, not just desk support., • Comprehensive Benefits Package - Multiple health insurance options, paid time off, paid holidays, and a competitive 401(k) matching program., • High Autonomy & Ownership - Work independently with significant decision‐making authority, directly influencing IT strategy, systems reliability, and operational efficiency., • Continuous Learning & Technical Growth – Hands-on exposure to warehouse management systems, scanning technologies, inventory control, logistics workflows, and cross-department operations. Summary • This position is responsible for managing and supporting all IT functions at the Chicopee, MA location, which supports approximately 80 full-time employees., • This role includes hands on technical responsibility, providing Level 1-3 IT support while overseeing systems, infrastructure, and project delivery. Primary Duties Technical Support (Tiers 1-3) / Systems Administration / IT Project Management • Provide Tiers 1–3 support for warehouse operations technology, resolving simple to complex technical issues including UPC scanners, controllers, WMS data recorders, cameras, communications systems, and security hardware., • Lead, manage, and own IT projects end‐to‐end (requirements, planning, execution, risk, delivery)., • Research, recommend, and implement IT hardware, software, and automation solutions., • Oversee the administration, maintenance, and optimization of the IT infrastructure, including servers, network devices, and cloud-based applications to ensure security, scalability, and performance., • Collaborate with internal teams, vendors, and external partners to troubleshoot, implement solutions, and manage technology lifecycles. Other Responsibilities • Champion the use of technology across the organization for innovation and continuous improvement., • Provide user training and onboarding programs, knowledge bases, and user‐friendly support tools., • Manage and maintain project documentation with a focus on EDI systems and integrations., • Collaborate with third‐party vendors and external partners for Tier 4+ escalation support., • Serve as a knowledge resource for IT best practices, particularly in cybersecurity and training., • Ensure organizational compliance with security, regulatory, and data governance standards. Note: This is a summary of responsibilities and serves to illustrate but does not encompass all job responsibilities. Any or all responsibilities subject to change. Background Profile • 3–5 years’ experience in a technical IT support, systems support, or infrastructure support role., • 3–5 years expertise with Microsoft Office 365 & Teams administration, support, and troubleshooting., • 2–5 years proficiency with Microsoft Windows 10/11 administration and support., • Prior industry background in Manufacturing, Logistics, or Warehouse environments., • Hardware support including desktops, laptops, printers, scanners, tablets, and handheld devices., • Experience and understanding of endpoint security solutions and basic cybersecurity principles., • Familiarity with Active Directory management and Group Policy administration., • Basic network troubleshooting including TCP/IP, DNS, DHCP, VLAN and segmentation principles., • Basic experience with Windows Server (2008 R2–2019), VMware ESXi, & virtualization concepts., • Demonstrated ability to work independently in environments without a formal ticketing system., • Provide operational support for IT project initiatives from planning through completion, ensuring tasks, timelines, and successful delivery of technology projects., • Experience deploying and supporting handheld scanners and warehouse mobility devices is a plus., • Exposure to EDI systems is a plus but not required. Education • Certifications in A+, Networking+, MCP, MTA, CCNA are beneficial, but not required. Other • Ideal candidates located within 45 minutes of Chicopee, MA., • All work is on-site (hybrid or work-from-home cannot be accommodated for this position)., • Ability to work in cold, sub-zero temperatures on occasion to troubleshoot devices (cold‐environment gear provided). Company DescriptionPioneer Cold Logistic Services is a third-party logistics provider delivering comprehensive temperature-controlled supply chain solutions to both large and small clients. Established in 1947, the company boasts one of the Northeast's largest facilities, providing services such as cold storage warehousing, inventory management, and transportation. Their strategically located facilities enable quick distribution across New England, ensuring efficiency in the supply chain.Pioneer Cold Logistic Services is a third-party logistics provider delivering comprehensive temperature-controlled supply chain solutions to both large and small clients.\r\n\r\nEstablished in 1947, the company boasts one of the Northeast's largest facilities, providing services such as cold storage warehousing, inventory management, and transportation. Their strategically located facilities enable quick distribution across New England, ensuring efficiency in the supply chain.