IT Technical Support Representative at Shift4

<div class="content-intro"><h2 class="iCIMS_InfoMsg iCIMS_InfoField_Job"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Overview</span></h2> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><strong>Shift4 (NYSE: FOUR)</strong>&nbsp;is boldly redefining commerce by simplifying complex payments ecosystems across the world.&nbsp;As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for&nbsp;hundreds of&nbsp;thousands of businesses in virtually&nbsp;every industry. For more information, visit&nbsp;<a href="http://www.shift4.com/" target="_blank">www.shift4.com</a>.</span></p> </div> </div> </div></div><p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>IT Technical Support Representative</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Shift4 is rapidly expanding globally and seeking a highly experienced and customer-focused IT Analyst / Technical Support Representative to join our team in Center Valley, PA. The ideal candidate will be responsible for providing comprehensive technical support and troubleshooting assistance to our employees, ensuring high productivity and minimal downtime. This role requires advanced knowledge of Active Directory, hardware, software, and various IT-related systems. We are looking for an individual with excellent problem-solving abilities, strong communication skills, and a dedicated customer service orientation.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong><em>This is a critical onsite role based at Shift4’s Center Valley, PA location.</em></strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Key Responsibilities:</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>User Support &amp; Troubleshooting</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Provide expert technical support to end-users, directly contributing to improved productivity through effective utilization of hardware, software, and enterprise systems.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Respond to and efficiently resolve technical incidents during business hours and while on-call, adhering to standard escalation procedures.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Diagnose and resolve complex hardware, software, and network connectivity issues.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Deliver effective remote support using established remote access tools.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Conduct end-user training and provide ongoing support for various applications and systems.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Set up, configure, and provide support for video conferencing equipment and collaboration tools.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Technical Management &amp; Operations</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Install, configure, and maintain computer hardware, operating systems, software, and peripherals.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Proactively monitor system logs and alerts to detect and address potential issues before they impact operations.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Deploy and manage software updates, security patches, and system upgrades across the user base.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Create and meticulously maintain user accounts, security groups, and Group Policies within Active Directory.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Analyze, test, and optimize IT systems to ensure continuous improvement in performance, efficiency, and security.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Documentation &amp; Asset Management</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Develop and maintain comprehensive support procedures and technical knowledge base articles for the IT team and end-users.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Maintain accurate and up-to-date records of all IT assets, software licenses, and maintenance schedules.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Project &amp; Policy Support</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Assist with the planning, tracking, and execution of IT-related projects and scheduled maintenance tasks.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Participate in the development, implementation, and enforcement of IT policies and procedures.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Collaborate effectively with business stakeholders to understand specific needs, design viable IT solutions, and resolve complex cross-functional issues.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Professional Development</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Maintain current knowledge of emerging technologies and industry trends; actively recommend improvements to the IT infrastructure and support processes.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Qualifications:</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Minimum of 2 years of experience as an IT Analyst, Desktop Support Technician, or similar role providing technical support in a corporate environment.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Demonstrated experience supporting a wide range of operating systems, including Windows and macOS, as well as mobile devices (smartphones and tablets).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ability to commit to the required shift of 9:00AM to 6:00 PM EST, 40 hours per week, with occasional additional shifts at Shift4's headquarters in Center Valley, PA.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Advanced technical knowledge in software and applications administration (e.g., Microsoft 365/Google Workspace).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Advanced understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, VPN, and firewalls.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Proven knowledge of Active Directory administration, user access management, and governance tools.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Solid knowledge of computer hardware troubleshooting and repair.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Familiarity with virtualization technologies (e.g., VMware or Hyper-V).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Experience with remote access and VPN technologies.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Proven ability to respond to and participate in the resolution of production issues (during business hours and on-call rotation with advanced notice).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Exceptional ability to manage, prioritize, and drive to resolution multiple tasks and issues simultaneously.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Ability to communicate clearly and effectively while under pressure.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong written and verbal communication skills in English with the ability to effectively translate technical information for non-technical end-users.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Direct experience in a high-volume, customer service-focused IT environment.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Strong analytical and logical problem-solving skills.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">A strong drive for task completion and a high degree of self-sufficiency.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><strong>Preferred Skills (Highly Desirable):</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 10pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">Relevant industry certifications such as <strong>CompTIA A+, Network+, or Security+</strong> or equivalent professional certifications.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt;">#LI-BN1</span></p><div class="content-conclusion"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;"><em>We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.</em></span></p> <hr> <p>&nbsp;</p></div>