We aren’t just delivering groceries, we are delivering results…and people are noticing! PEAPOD, the interactive, online grocery shopping and delivery service is becoming more and more popular and we are adapting and adding positions to help us handle the growth!

We are seeking top notch, high energy and positive candidates to help us meet the increasing demand. Are you the right candidate for an agile, fast paced, energetic, thriving, environment? Do you want to work at a newly remodeled work space with many amenities, located directly in the downtown Loop? Peapod.com is the leading grocery delivery provider in the nation and we’ve been delivering innovative solutions for customers for over 25 years. Our goal is to “Amaze & Delight” our internal and external customers daily. We are an innovative workplace where open-mindedness and new ideas are encouraged.

The Job

We are looking for a help desk technician to join our team. The official title, Service Delivery Coordinator, is responsible for providing technical and troubleshooting assistance related to hardware, software, mobile devices, and other technical platforms implemented. This position has responsibility across the domain and requires a strong knowledge in Infrastructure, Operations, and distributed computing/applications. The qualified candidate will also assist in the business continuity, disaster recovery, and IT compliance objectives set forth by the management team.

Key Responsibilities (include but not limited to):

• Responsible for resolution of technical issues involving production applications (e.g. network outages, failed applications, hardware failures)
• Support tools/applications to ensure all steps for error recovery have been performed in an effort to resolve reported problems prior to escalating to second level support groups
• Understand the mechanical systems, software relations, differences and other functionalities in the appropriate warehouses and shares knowledge with other teams and vendors
• Gather detailed information during triage and utilize logical problem-solving skills and techniques to troubleshoot and resolve complex issues
• Produce and maintain high-quality documentation that meets applicable standards and is appropriate for its intended audience
• Manage and triage all calls opened by self or other team members while prioritizing business impacting issues over day to day end user issues
• Escalate complex and/or high priority problems to the appropriate support groups or vendors for resolution
• Collaborate with system administrators, network administrators, developers and other internal teams and vendors to maintain appropriate tools, monitoring, reporting and site metrics to track needs and trends for support, issues and capacity changes
• Write technical documentation for all new systems and processes that affect Infrastructure Environments, as well as train other team members and end users
• Travel up to 50% depending on need

Desired Qualifications:

• CompTIA A+ and/or CompTIA Network+ Certification
• MAC O/S and Windows knowledge
• Knowledge/Experience with Ticket Tracking Systems
• Warehouse IT Operation Support experience
• Intermediate knowledge of the Linux OS
• Beginner to intermediate knowledge of Citrix/NetScaler
• Beginner to intermediate knowledge of Microsoft Office 365 Administration
• Documentation/Technical Writing Skills

Required Qualifications:

• Bachelor’s Degree or equivalent experience
• 2-4 years Customer Service experience
• 3-5 years Technical Experience
• Strong Communication Skills (In Person/Phone/Video)
• Drive to solve user problems and ensure satisfaction
• Strong problem-solving skills and ability to find solutions independently