IT Support Technician

Reach Logistics is a global eCommerce logistics and strategy company that partners with some of the largest brands in the world to distribute their products on Amazon, Walmart, eBay, and more. We have 7 warehouses in 5 countries around the globe and offer a unique distribution model to our partners. We currently ship 60M units a year and are growing rapidly. Currently the top seller on Amazon, we boast over 1,700 global employees that span over 18 global locations. Check out our parent company's website: http://pattern.com/

We are looking for an IT Support Technician (Tier 1) to support the technical operations and employees located at our warehouse in Bethlehem, PA. Your role will ensure that client systems are running efficiently by performing updates and maintenance tasks on hardware and software and resolving technical problems. You will also provide technical support and guidance to end-users by following in-place IT policies and procedures.

This is a full-time role and will work a fully in-office schedule based in Bethlehem, PA.

What is a day in the life of an IT Support Technician (Tier 1)?:
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Respond to and resolve help desk requests through tickets, emails, chat, and phone calls

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Properly escalate complex issues to the Senior IT team

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Set up and remove accounts in compliance with IT policies and procedures

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Provide technical support by utilizing remote desktop software, such as TeamViewer

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Ensure security through established access controls and procedures

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Troubleshoot networking hardware and internet connectivity

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Troubleshoot hardware and software errors by running diagnostics, performing, and documenting resolutions

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Resolve tickets quickly and efficiently to meet in-place SLA policies

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Perform desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions

What will I need to thrive in this role?:
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Bachelor's degree in related field or an equivalent level of experience

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0-2 years of previous Help Desk support experience

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Strong problem-solving and critical thinking abilities

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Familiarity with Microsoft Office Suite, Windows, and MacOS operating systems

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Experience with remote desktop support tools such as RDP or TeamViewer

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Experience managing user accounts in Google Workspaces

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Basic understanding of network principles

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Ability to completely follow help desk and IT operations best practices such as security, storage, data protection, and disaster recovery protocols

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IT industry certifications - preferred, but not required (A+, Sec+, Net+, MCSA)

What does high performance look like?:
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Ability to completely follow helpdesk and IT operations best practices such as security, storage, data protection, and disaster recovery protocols

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Ability to work effectively and efficiently in a high-volume, fast-paced environment

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Effectively prioritize tasks based on the level of severity

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Ability to work independently and as part of a team

Sounds great! What’s the company culture?:
We are looking for individuals who are:

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Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.

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Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.

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Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.

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Team of Doers- Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?:
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Initial phone interview with Pattern’s talent acquisition team

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Remote technical assessment with the IT team

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Remote behavioral interview with Pattern’s IT Director

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Professional reference checks

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Executive review

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Offer

How can I stand out as an applicant?:
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Be prepared to talk about professional accomplishments with specific data to quantify examples

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Be ready to talk about how you can add value and be the best addition to the team

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Focus on mentioning how you would be partner obsessed at Pattern

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Be prepared to talk about any side projects related to data and analytics

Why should I work at Pattern?:
Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include

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Unlimited PTO

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Paid Holidays

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Onsite Fitness Center

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Company Paid Life Insurance

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Casual Dress Code

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Competitive Pay

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Health, Vision, and Dental Insurance

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401(k)

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.