IT Technician

Description

POSITION SUMMARY

The Information Technology Technician is responsible for ensuring all computer, network, LAN and point of sale systems and other technology needs are effectively met by maintaining, managing and supporting computer hardware and software solutions. In partnership with the Managed Services Provider, ensure data integrity and security that is compliant with best practices. These responsibilities will be performed in a manner that upholds the values of Sacramento Natural Foods Co-op and the cooperative identity.

DEPARTMENT Information Technology

REPORTS TO Technical Support Manager 

FLSA STATUS Non-exempt

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Upholds all Co-op policies, procedures, and expectations.
2. Department Operations
3. Maintain the following in partnership with the Managed Service Provider:
4. Internal network, Wi-Fi, remote connection systems, and firewall.
5. Workstations, registers, handheld devices, servers, and other devices. 
6. Point-of-Sale, membership server, database, and backups. 
7. Printers, copiers, etc. 
8. CCTV information and systems. 
9. Power backups, data, disaster planning, and recovery.
10. All software solutions, including access management. 
11. IT-related contracts, accounts, credit lines, service, and warranties.
12. Provide ongoing research and evaluation of technology solutions and recommend and prepare upgrade proposals as needed. 
13. Set up and maintain contracts for equipment purchases and schedule, receive, and process work or equipment orders and invoices. 
14. Ensure backup supplies are maintained, and equipment is installed to meet operational needs.
15. Develop and maintain department related documentation and procedures. 
16. Assist in the training of other staff as needed. Communicate regularly with the General Manager and Managed Service Provider to summarize and collaborate on issues encountered at the user level.
17. Provide prompt and accurate assistance to the store and administrative offices for individual assistance with applications, e-mail, and other computer related questions.
18. Escalate complex technical issues to the Managed Service Partner.
19. Coordinate and implement special projects assigned by the General Manager in collaboration with the Managed Service Provider.
20. Customer Experience
21. Exceed our customers’ expectations for service and provide a welcoming environment for all people and all diverse backgrounds, in accordance with the Co-op’s customer service standards. 
22. Model, provide, and ensure customers receive prompt, friendly, and courteous services in a professional manner that markets our cooperative advantage.
23. Maintain a calm and friendly demeanor with all customers and in all situations.
24. Other Duties
25. Maintain department files, records, and electronic databases.
26. Attend meetings and events as requested.
27. Demonstrate support for the cooperative values and principles daily.
28. Compile information and contribute to reports as needed.
29. Perform other duties and work in other departments as assigned.
30. Must be available to work hours based on the needs of the business and their department. 

ESSENTIAL QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1. Experience
2. A minimum of two (2) years of experience providing technical support to POS systems  
3. Language Ability
4. Comprehend complex instructions, correspondence, and memos.
5. Communicate effectively in oral or written form to staff.
6. Effectively present information in one-to-one and small group situations to customers and other employees.
7. Produce clear and understandable written procedures for standard tasks.
8. Math Ability
9. Add and subtract two-digit numbers and multiply and divide by 10’s and 100’s.
10. Perform these operations using units of U.S. currency and weight measurement, volume, and distance.
11. Reasoning Ability
12. Apply common sense understanding to carry out detailed written or oral instructions.
13. Deal with problems involving a few concrete variables in standardized situations.
14. Education
15. At least a two-year equivalent technical degree in computer or a related field.
16. Computer Skills
17. Manage various workstations and servers' hardware and software needs, utilizing both Microsoft and Linux operating systems
18. Administer a variety of software solutions, including databases, enterprise-level email and office, antivirus and anti-spyware, file backup, etc. 
19. Administer an enterprise-level Ethernet environment, including responsibility for network administration, and manage and provide tier two support for network perimeter appliances and services (firewalls, mail filters, routers, etc.)
20. Proficient in managing information technology related projects of all phases.
21. Manage multiple technical vendors and service providers related to information technology.
22. Train computer users with varying expertise from novice to advanced.
23. Experience with retail point of sales systems, particularly ECRS Catapult
24. Valid California Driver’s License and means of transportation to run errands as needed.

DESIRED QUALIFICATIONS

1. Demonstrated knowledge of all Windows Desktop operating systems, Microsoft applications, including Office suite, Windows Server, and associated security practices.
2. Demonstrated knowledge of Windows Server operating systems, Active Directory, and Group Policy.
3. Demonstrated knowledge of basic network protocols and LAN/WAN environments, including routing, switching, VPN, and physical wiring infrastructure.
4. Intermediate to advanced I.T. and desktop support troubleshooting skills.
5. Articulate with the ability to relate to people at all levels of an organization and possess excellent communication skills.
6. MCP, MCSE, and A+ certifications are a plus.
7. Project management or process improvement experience. 
8. Interest or experience in natural foods or cooperatives. 

ESSENTIAL MENTAL REQUIREMENTS AND COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies:

1. Problem Solving
2. Identifies and resolves problems in a timely manner.
3. Customer Service
4. Manages difficult or emotional customer situations.
5. Responds promptly to customer needs.
6. Solicits customer feedback to improve service.
7. Responds to requests for service and assistance.
8. Adaptability
9. Adapts to changes in the work environment.
10. Manages competing demands.
11. Able to deal with frequent change, delays or unexpected events.
12. Attendance and Punctuality
13. Is consistently at work and on time.
14. Ensure work responsibilities are covered when absent.
15. Arrives at meetings and appointments on time.
16. Dependability
17. Responds to management direction.
18. Commits to long hours of work when necessary to reach goals.
19. Completes tasks on time or notifies the appropriate person with an alternate plan.
20. Quality
21. Demonstrates accuracy and thoroughness.
22. Looks for ways to improve and promote quality.
23. Applies feedback to improve performance.
24. Monitors own work to ensure quality.
25. Quantity
26. Meets productivity standards.
27. Completes work in a timely manner.
28. Strives to increase productivity.
29. Works quickly.
30. Safety and Security
31. Uses equipment and materials properly.
32. Protect the safety of self, co-workers, and Co-op patrons at all times. 
33. Report any potentially harmful equipment or situations to the immediate supervisor without delay. 
34. Report safety-related accidents and incidents at once to a manager.
35. Follow all company safety policies and procedures.

ESSENTIAL PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent Physical Requirements
2. Sit and review information on a computer screen for extended periods of time.
3. Use hands to type, grasp, handle, or feel.
4. Reach with hands and arms.
5. Walk, climb, balance, and stoop.
6. Lift and move up to 25 pounds.
7. Talk and hear.
8. Occasional Physical Requirements
9. Lift and move up to 50 pounds. 
10. Specific Vision Ability
11. Close vision, distance vision, peripheral vision, and depth perception.

WORK ENVIRONMENT

The work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent exposure
2. The duties of the position are performed in a well-lighted, temperature-controlled office environment.
3. Occasional exposure
4. Fumes or airborne particles ranging from natural to chemical.
5. The noise level in the environment is usually quiet to moderate

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and requires employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or changes in the work environment.

Sacramento Natural Foods Co-op is an equal employment opportunity employer.

This is to certify that I have received a copy of the job description for my job. I have read the job description and can do the essential functions of the job, including:

• Essential Mental Requirements
• Essential Physical Requirements