About us

At FreshDirect, we are reinventing the grocery experience.

Since day one, our mission has been simple: bring the best, freshest food directly from the farm to people’s homes — faster, fresher, and smarter than anyone else.

We’re not just a food company. We’re a technology-powered, customer-obsessed team building one of the most innovative end-to-end food supply chains in the industry. From proprietary routing systems to our state-of-the-art fulfillment center, every part of our business is designed to deliver unmatched quality, convenience, and care.

We partner directly with farmers, fishermen, and artisans to source the highest quality ingredients — then use smart data, automation, and logistics to deliver them at peak freshness.

It’s grocery shopping reimagined — and we’re just getting started.

If you’re passionate about innovation, care deeply about what people eat, and want to help build the future of food, we’d love to meet you.

The Role

As an IT Support Operations Analyst, you will be responsible for providing technical support to all end user technologies, currently implemented, and offered to the Enterprise. You will respond to requests or collaborate with members from IT Corporate Technology Support. Troubleshoot, configure, and deploy devices and conduct other daily and nightly support activities for the Plant, Manufacturing, and corporate environments. You are expected to perform timely and quality resolution to issues and record them in our ticketing system. This position reports to the IT Corporate Technology Service Manager.

What You’ll Do

• Answer IT Support helpdesk phone calls providing remote and onsite support.

• Respond to IT support requests and provide quality resolution within established Service Level Agreement (SLA).

• Configure and support hardware devices for end user deployment. Computers, desk, Printers, wired, wireless and mobile devices, (POS) Point of sale devices.

• Perform scheduled and unscheduled move add changes which at times requiring off hour physical work.

• Basic troubleshooting of network infrastructure IP address configuration, cable management. Wired and wireless support.

• Active Directory administration. Knowledge of end user accounts applying security groups, application, and system access. Assist end users with password reset process.

• A/V support for conference rooms, display units and projectors. Digital signage.

• Alert monitoring and response.

• Employee timekeeper configuration and management (Kronos).

• Project task and documentation.

• Inventory management.

• Purchase orders. Work with management to procure hardware and software when the need arises.

• On and Off boarding end users, data archiving. Equipment provisioning and reclamation.

• Work with vendor support contacts to resolve hardware and software technical problems.

• Request of RMAs and shipment preparation of equipment requiring external service.

• Adhere to Plant and Corporate IT operations procedures and Safety/GMP practices.

• Ensure all incidents and requests are recorded in service desk and escalated in the proper manner.

• Identify and appropriately use defined escalation processes for requests that require further technical investigation.

• Define and create standard operating procedures (SOP) to promote consistency across the various layers of services offered.

• Travel to remote sites for IT projects and field installation and support as required.

• Conduct weekly asset management and inventory of spare parts.

• Perform and collaborate with the rest of the team in preventive maintenance and repairs of corporate technology infrastructure including PCs, Laptops, Phones, Printers, Kronos clocks, Audio and Visual.

• Assist in keeping IT support process documents up to date.

• Research technological solutions and methods to satisfy business requirements.

• Identifying areas for process improvements and working with department staff to define and implement.

• Establish and maintain effective working relationships by working cooperatively with others.

• Establish and follow assigned priorities based on business and operational needs.

• Strive to meet or exceed defined KPI - Key performance indicators for IT Service Desk team.

• Carrying out other duties as you may be requested by management.

What You’ll Bring

• Associate degree in technology or 3 years work experience in related field

• Proficiency in dealing with a variety of computer systems/applications required.

• Detail oriented and able to manage multiple priorities.

• Ability to work well in a team environment.

• Excellent verbal, written and analytical skills.

• Strong diagnostic, problem solving and communication skills.

• Knowledge of hardware and software application

• Experienced in project implementation fundamentals.

• Ability to work with no direct supervision. Detail oriented, very punctual.

• Excellent communication and organizational skills

• Bilingual – English and Spanish

• Windows 10/ 11 and Office 365

Our Values at FreshDirect

We live these values every day:

A Passion for our customers

Our customers are at the heart of everything we do. We listen, innovate, and act quickly to exceed expectations with every order and interaction.

One team, one mission

Everyone contributes & every role matters. We break silos, lift each other up, and share a relentless focus on delivering results. That way, we win together.

Delivering excellence, every time

We take pride in the quality of our food, service, and the experience we create. Our team goes above and beyond to earn trust and guarantee 100% freshness.

Act with integrity

We operate with honesty, respect, and accountability in how we treat our customers, teammates, and partners. We own our outcomes and always do what’s right, even when no one is watching.

Make fast, bold decisions

We challenge the status quo, embrace technology, and take smart risks to build a better future. At the same time, we stay true to our NYC roots and care for our community.

We love food. Yes, literally all of us.

What You’ll Love About Working Here

• A fast-paced, innovative environment where ideas turn into action

• Opportunities for growth — many of our leaders have risen through the ranks

• Direct impact on how thousands of customers experience food every day

Salary

The pay rate for this role is $30.00 - $34.00 per hour.

Total Rewards & Benefits

• Competitive compensation and comprehensive benefits

• PTO, Safe & Sick Time, and Paid Holidays

• Medical, Vision, Dental, and Voluntary Disability coverage

• 401(k) with employer match and Life Insurance

• State-of-the-art Bronx campus with on-site basketball court, cafeteria, and employee market

• Onsite FREE parking

• FREE employee shuttle bus service from nearby Subway station

• Training, leadership development, and tuition discount at local colleges

• 20% employee discount on FreshDirect online orders and Brooklyn wine store

• Minimum 50% employee discount at our onsite employee market

• Mobile phone discounts through partnerships with T-Mobile and Verizon

• Gym membership discounts through NYSC

Our Culture

We embrace an in-office culture, composed of individuals who thrive on the collaboration and energy that comes from working together in a shared space. We are looking for people who excel in this environment, where physical presence enhances connections and engagement. At FreshDirect, we've created an environment that thrives on teamwork, where associates can innovate, grow, and have successful careers. Many of our leaders have successfully come up through our ranks. Because of our team's extraordinary efforts, we are a leading innovator in the e-commerce and grocery industries.

Equal Opportunity

We are proud to be an equal opportunity employer. Fresh Direct, LLC and its affiliates do not discriminate against applicants or employees because of their race, color, citizenship status, national origin, ancestry, gender, disability, sexual orientation, age, religion, creed, marital status, veteran status, domestic violence victim status, political affiliation, or any other factor protected by federal, state, or local law.

The above statements are intended to describe the general nature and level of work being performed by the Team member(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position expectations may be subject to change as the needs of the organization changes.

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