Job Brief

We're looking for a tech-savvy individual to help support our staff both in the stores and at our support office with all their technology questions and tech support! Minimum 2 years IT Support exp and Retail/Grocery exp preferred.

Job Title: IT Support Technician
Department: IT
Job Region: Store Support – Portland
Reports-To: IT Support Manager
Exemption Status (typically): Non-Exempt
Requirements: As a retail grocer, we operate 7 days/week and 365 days/year and as such work in support of our stores may include evening and weekend hours per the needs of the business. Valid Driver License and vehicle required, with ability to travel regularly to store locations, trade shows / events and/or other off-site locations throughout the local region.

About us: New Seasons Market began in 2000 when three families got together to open a neighborhood market, a place where local communities can come together to connect with where their food comes from. A friendly, inviting place that honors its region’s farmers, ranchers, growers and makers—helping them prosper for generations to come. Over the years, our community has grown, but our goal is still the same: to build community through good food.

About the role: The IT Support Technician is responsible for maintaining the company's computer services and equipment. This includes troubleshooting to detect and solve technical problems, installing or updating required hardware and software, and recommending computer products or equipment to improve company productivity.

General Requirements:

• Understands and models our company culture. Acts as a steward of company resources, mission, vision and values. Promotes sustainable business practices.
• Delivers exceptional service and demonstrates friendly and attentive behaviors with internal and external customers.
• Embraces an agile work environment and guides others through change and continuous improvement.
• Builds community within and outside of New Seasons Market and New Leaf Community Markets. Works in stores and other offsite events and locations as needed to support our core business and community.
• Works cooperatively and positively with fellow team members, customers and vendors spiriting a respectful workplace where everyone is welcome.
• Demonstrates ability to manage own time and models a flexible work style. Shifts tasks as priorities and circumstances change based on needs and conditions of department. Creative with problem-solving and is solutions-oriented.
• Communication style is confident, informative, adaptive to different styles and effective.
• Gives and receives feedback in a constructive manner demonstrating company Speak Up culture. Responds to feedback in order to improve performance.
• Maintains confidentiality and exercise good judgment around sensitive information.
• Adheres to work and food safety policies set forth by the company and all local, state and federal regulatory agencies. Contributes to store and office cleanliness, maintains equipment.
• Observes all company rules and policies. Understands and complies with specific department or location guidelines, tasks and responsibilities.

Position Responsibilities:

• Provides ongoing support to technology users in stores and support offices by answering questions, resolving technical problems and maintaining the company's network, software and computer equipment.
• Responds in a timely manner to IT Help Desk and Support Tickets for troubleshooting and repairs for IT equipment and networks.
• Troubleshoots hardware and software issues in person, remotely and via phone as needed.
• Assists in the training and orientation for all new technology users across the organization and helps them become familiar with equipment and networks.
• Keeps current and up-to-date on new technologies and assists current users in understanding changes and usability.
• Escalates support issues to Sr. IT Support Technician and IT Support Manager as needed.
• Assists in processing and ensuring accurate set-up for new equipment at stores and support offices for staff members.
• Assists in the upkeep of the organization’s active directory and email accounts.
• Tools and Equipment Used (not all inclusive): This position works with standard office equipment. May be required to use the following tools and equipment when working in stores or offsite; hand truck, POS, and basic housekeeping / janitorial items .
• This position works consistently at a light work level and may be asked to work on occasion at a medium or heavy work level when supporting stores or other offsite events. Frequently required to sit, walk, reach and grasp. Occasionally required to be on feet with a mix of standing and walking throughout shift. Up to occasionally, dependent on location, required to climb stairs, step stool and /or ladders.
• Occasionally required to lift and carry 1-20 pounds, lift 21-50 pounds, push and/or pull 1-50 pounds.
• Performs other tasks and duties as assigned.

This job description is not meant to be an all-inclusive list of duties, responsibilities and requirements, but constitutes a general definition of the position's scope and function within our company. New Seasons Market / New Leaf Community Markers reserves the right to amend and change duties, responsibilities, and requirements to meet changing industry or business needs as necessary.

What you Bring as a Candidate:

• Minimum of 2 years of experience working in IT support and/or IT Help Desk position preferred, equivalent customer service & support experience may qualify.
• Associate’s Degree in Computer Science or related fields, IT Support Certification(s) or equivalent experience required.
• Previous retail experience preferred.
• Proficiency with Microsoft Word, Outlook, Excel and PowerPoint, with skills to learn new computer programs and systems.
• Experience working in a fast-paced, deadline-driven environment with ability to respond to urgent job responsibilities as they arise and flexible when priorities redirect.
• Skills to plan, prioritize and organize work with minimal supervision.
• Excellent interpersonal skills, including tact and diplomacy, to collaborate, negotiate and communicate effectively and professionally with cross-functional partners at all levels in the company.
• Self-motivated, with ability to work independently and in a collaborative, cross-functional team environment.
• Excellent written and verbal communication skills.
• Ability to maintain confidentiality and exercise good judgment around sensitive information.
• Skills to read, understand and follow through on verbal and written instructions.
• Ability to maintain a flexible schedule in order to meet needs of the department.
• Valid driver license and vehicle required, with ability to travel regularly to store locations and other sites throughout Portland metro area. Travel to Northern California may be required.

Physical and Environmental Work Space: Work occurs in office, a variety of off-site environments and in a grocery store environment which includes surfaces that can be wet and slippery, moderate noise level, and temperature extremes in controlled environments in the cooler and freezer, and depending on location, working outside in all temperatures. There may be exposure to certain allergens and / or chemicals. In accordance with the Americans with Disabilities Act, the ADA Amendments Act of 2008, and other applicable state or local law, we will make reasonable accommodations to qualified applicants and employees with disabilities.