Information Technology Site Support Tech II

You will play an important role in delivering reliable, high-quality IT support for Chewy’s PHX1 Fulfillment Center. You will support the technology that keeps fulfillment operations running by troubleshooting hardware, applications, network connectivity, mobile devices, printers, and other critical site technology. You will partner with team members, Operations, vendors, and other IT teams to resolve technical issues efficiently while providing a professional and positive support experience. Reporting to the FC IT Site Manager, you will also have opportunities to expand your technical knowledge, contribute to continuous improvement, and help strengthen IT support across the site.

What You’ll Do:

• Deliver high-quality, customer-focused IT support to PHX1 team members by troubleshooting and resolving application, hardware, network, mobile device, and peripheral issues.
• Diagnose, document, analyze, and resolve support requests and incidents using ServiceNow while maintaining established service levels and providing timely updates to customers and stakeholders.
• Install, configure, troubleshoot, maintain, deploy, and decommission desktops, laptops, printers, RF devices, peripherals, and other supported Fulfillment Center technology.
• Perform day-to-day technical activities including computer and printer troubleshooting, asset management, data cabling, basic network support, and systems administration across supported hardware and software environments.
• Partner with local and remote IT teams, Operations, contractors, and vendors to troubleshoot technical issues, coordinate support activities, and minimize operational disruptions.
• Apply established standard operating procedures and technical documentation while using sound judgment to determine the appropriate troubleshooting and resolution path for each issue.
• Support change management activities and participate in the implementation, testing, and validation of technology changes affecting Fulfillment Center operations.

• Maintain accurate technical documentation, asset records, support notes, and knowledge base content to promote consistent processes and effective knowledge sharing.

• Identify opportunities to improve technical support processes, customer experience, reliability, and operational efficiency, and contribute to site or team continuous improvement initiatives.
• Support team development by sharing technical knowledge, assisting colleagues with unfamiliar issues, and escalating complex or higher-risk problems through the appropriate support channels., * Experience supporting PCs in a Windows Active Directory environment, including PC and printer troubleshooting, repair, deployment, and decommissioning.

• Bachelor’s degree in Computer Science, Information Technology, a related field, or 3+ years of relevant IT support experience., * Working knowledge of networking concepts and protocols, including DNS, DHCP, HTTP, SSL, and TCP/IP, with the ability to troubleshoot common connectivity issues.
• Experience with IT technologies such as Microsoft Administration, Mobile Device Management, RF technologies, asset management, and data cabling, along with the ability to manage and prioritize support tickets in ServiceNow.
• Strong troubleshooting, organization, time management, and communication skills, with the ability to prioritize competing tasks and work effectively in a fast-paced, multi-user environment.
• Ability to participate in a 24/7 support and on-call rotation and work flexible schedules based on operational needs, including nights, weekends, and holidays.

• Ability to frequently move and carry equipment weighing up to 50 pounds, including network hardware, cables, peripherals, and printers, and stand or walk for 6-8 hours per day.

• Ability to travel up to 5% to support operations, training, and project initiatives at other locations within the Chewy network. Demonstrated experience leading continuous improvement initiatives and managing work in an SLA-driven support organization.
• Experience managing vendor contracts, service providers, business relationships, and the resolution of service outages or operational escalations.
• Ability to translate complex technical topics into clear information for audiences with varying levels of leadership experience and technical knowledge.
• Ability to travel up to 10%, work flexible schedules that may include nights, weekends, and holidays, and participate in a 24/7 support and on-call rotation. This position also requires the ability to stand or walk for 10-12 hours per day as well as the ability to lift and push 50lbs. Ability to balance multiple priorities, and to quickly adjust strategy and execution in the face of new information.
• Excellent communication and problem-solving skills
• Experience working in a CMS
• Highly developed intrapersonal skills
• Ability to follow an in-house style guide
• Love of pets and passion for their care and health

Bonus

• Previous experience providing IT support in a Fulfillment Center, warehouse, distribution, eCommerce, or similar operational environment.
• CompTIA A+ or Network+ certification.
• Experience working within an SLA-driven IT support environment.

• Knowledge of Motorola/Zebra RF devices, including MC92N0, VC70N0, and WT41N0 units.

• Experience with data cabling and computer or technology facilities maintenance.
• Working knowledge of SOTI MobiControl or similar mobile device management technologies.

• Chewy offers eligible team members a comprehensive benefits package designed to support their health, well-being, financial security, and work-life needs.

Are you looking for more than just a job? At Chewy, you’ll find yourself on a career path with other awesome humans, like yourself. You’ll be part of a culture that values everything that you do, who you are, and the goals you have set for your career. We want to give you the opportunity to grow, earn competitive pay, and be happy while you do it. Sounds simple, but we love it.