IS&T Support Coordinator

Description

IS&T SUPPORT COORDINATOR
BiRite Foodservice Distributors is a third generation, family-owned company that offers you a Complete Foodservice Solution. We offer unsurpassed service to all areas of foodservice throughout the greater Bay Area and Sacramento. Since 1966 we have focused on being the best foodservice partner in the Bay Area. We remain committed to serving our community with quality products, timely deliveries, and competitive pricing. 

The IS&T Support Coordinator will be responsible for overseeing the daily operations of the Information Systems and Technology Support Desk while providing high-level technical support, troubleshooting, and maintenance for company applications, software systems, and communication platforms. This role balances hands-on technical problem-solving with leadership and administrative duties, including managing incoming requests, establishing support policies, mentoring junior staff, and assisting the IS&T Director with department administrative tasks. Key responsibilities include oversight of the online customer ordering platform, managing the lifecycle of mobile devices (ordering, configuring, and deploying), administering the company VOIP platform, overseeing a Mobile Device Management (MDM) system, and handling routine report creation and distribution. Reporting to the IS&T Director, the ideal candidate is a logical thinker who proactively leverages technology responsibly and effectively to streamline workflows and create easier pathways to accomplishing business tasks. They must be a detail-oriented leader dedicated to achieving data integrity, establishing service excellence, and ensuring smooth cross-functional operations. 

Major Duties and Responsibilities:

• Support Desk & Operations Management: Provide first and second-level support for company applications and software systems. Oversee Zendesk operations, ensuring prompt ticket assignment, tracking, monitoring, and successful completion.\
• Troubleshooting & Resolution: Promptly troubleshoot and resolve application-related and desktop-level issues to minimize downtime.
• Online Ordering System Oversight: Monitor the daily operations of the online ordering system, tracking trouble reports, managing vendor responses to bug fixes, and following up on new features.
• User Onboarding & Offboarding: Assist with new user setup and teardown processes, specifically managing the creation and removal of mobile device and VOIP profiles.
• Intern Supervision: Direct intern staff activities, providing guidance to ensure their time is spent wisely and productively.
• Vendor & Platform Collaboration: Work with software and third-party vendors, as well as internal teams, to escalate complex issues and ensure all technical platforms are being used efficiently.
• Reporting & Data Analysis: Perform routine daily, monthly, and yearly reporting tasks. Create, update, and maintain complex spreadsheets to track data, analyze recurring technical problems, and identify long-term trends or solutions.
• System Maintenance & Testing: Assist in software installations, configurations, updates, patches, deployments, and system integration testing. Perform regular maintenance and monitoring of applications to ensure optimal performance.
• Documentation & Training: Create and maintain technical documentation, including user guides, troubleshooting manuals, and training materials, to educate end-users on application functionalities.
• Data Integrity & Security: Ensure continuous data integrity and security across all supported applications and software systems.

Qualifications and Requirements:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent experience, is preferred.
• Experience: Minimum of 3 years in application support, IT support, or a related role.
• Technical Skills:
• Strong knowledge of application troubleshooting, software configuration, and system integrations.
• Knowledge of SQL and database management basics.
• Advanced proficiency in creating, updating, and managing complex spreadsheets to track data and trends.
• Knowledge of data cloud platforms (e.g., Snowflake) and data warehouse concepts.
• Experience utilizing modern reporting and business intelligence tools such as Tableau.
• Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Experience managing communication platforms (e.g., Slack).
• Experience administering Mobile Device Management (MDM) systems and VOIP communication platforms.
• Familiarity with cloud-based systems (e.g., AWS, Azure) is a plus.

Core Competencies:

• Excellent analytical and problem-solving skills.
• Strong communication skills, both verbal and written.
• Ability to manage multiple tasks and prioritize effectively.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer in an office setting.
• Carrying and Lifting: May need to move or lift up to 50lbs
• Frequently required to use hands and fingers to operate a computer keyboard, mouse, and telephone keyboard, and talk or hear.
• Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus.

Work Conditions:

• Ability to remain calm and courteous under pressure, navigate tense situations and communicate professionally with persons of all backgrounds.
• Work may be repetitious, stressful and with little time in between calls.
• Will work in a cubicle near other [department] staff

Salary Range: $80,000.00 - $100,000.00 per year DOE

Schedule: Monday – Friday 8:00 am to 5:00 pm

Position: Full Time, Exempt

Location: This position is onsite in Brisbane, CA

Benefits:

• Health, Dental, and Vision Insurance (after completion of 60-day introductory period)
• Health Savings Account (HSA); Employee Assistance Program (EAP)
• 401(k) with Employer Matching (after 6 months of continuous service)
• Paid Time Off (PTO) and Paid Holidays
• Employee Anniversary Bonus (5-year increments)
• Employer-Paid Basic Life and Basic AD&D Insurance
• Voluntary Life and AD&D Insurance Benefits
• Profit Sharing (after 1 year of continuous service)

BiRite is an Equal Opportunity Employer