Position Purpose

About Us

Independent Pet Partners (IPP) is a digital, retail, education and services platform for holistic pet wellness comprised of two independent brands across the country - Chuck & Don’s and Kriser’s Natural Pet. While each supports a unique region, they all share a common philosophy and mission. We believe wholeheartedly that maximizing pet wellness is as paramount to living our own best lives as it is of our furry friends. Pets and people help each other thrive. And along with our team of experts from nutritionists to groomers, we created a total nose-to-tail pet experience unlike any other with products and services all under one roof.

IPP is your neighborhood independent pet supply store. We are a team of pet parents and pet enthusiasts dedicated to ensuring our stores deliver an unrivaled experience for each customer every day whether online or in-store. We are re-imagining the customer journey, and the intersection of digital and physical in-store connections and we are investing in our own growth with a services-led format. Our goal is to support our existing businesses and build them for the future - one that drives customer loyalty through a superior customer experience. Be a part of this exciting revolution in holistic pet care and wellness helping our pets live their happiest, healthiest lives.

Essential Job Functions

Position Purpose

The Information Technology Support Technician will work under the direction of the Director, Information Technology. This position assists the Director, Information Technology and IT team in maintaining solid systems operations for all Independent Pet Partner’s locations. The IT Support Technician will be the first point of contact for all store and corporate team member technology issues. This position will ensure compliance of company security measures, policies, procedures, and standards are met.

Responsibilities

The incumbent must be able to perform all the following duties and responsibilities with or without reasonable accommodation.

Technical Support:

First point of contact for Point of Sale, network, phone system, and other supported systems/tools used by company; PC software/hardware and supported peripherals.
Provide first-line support for IT issues via phone, email, or in-person.
Diagnose and resolve hardware and software problems for end-users.
Assist with the setup, configuration, and maintenance of computer systems, including desktops, laptops, and peripherals.
Research and implement appropriate PC hardware/ software solutions.
Assist with new store and remodel installations which requires the ability to travel to remote locations. This could include the use of a personal vehicle.

System Maintenance:

Perform regular system updates and patches to ensure security and stability.
Monitor system performance and address any issues that arise.
Assist with the installation and configuration of new hardware and software.

User Management:

Create, modify, and delete user accounts as required.
Ensure users have appropriate access to resources and systems.
Provide training and guidance to users on IT-related issues and best practices.
Deploy and maintain new PC hardware/software:
Load software for new employees.
Conduct appropriate maintenance.
Complete necessary repairs.
Support and maintain equipment/systems.
Understand functions of equipment and recommend necessary equipment and services that are needed.

Troubleshooting:

Investigate and resolve network connectivity issues, including LAN, WAN, and Wi-Fi.
Diagnose and address software application issues and conflicts.
Log and track support requests using a ticketing system.

Documentation:

Maintain accurate records of support requests, resolutions, and system changes. Utilize Help Desk ticketing system and tools provided
Update and create documentation for IT procedures, policies, and troubleshooting guides.
Prepare reports on system performance and support metrics as needed.

Collaboration:

Work closely with other IT team members to resolve complex issues and implement solutions.
Collaborate with external vendors and service providers as needed.
Assist in the planning and execution of IT projects and system upgrades.
Follow and abide by all company policies, procedures, and standards.
Effectively communicate relevant IT-related information to supervisors.

Customer Service:

Communicate effectively with users to understand their issues and provide clear instructions and solutions.
Ensure internal (all team members) and external customers (vendors/suppliers) are treated in a professional and courteous manner. Respond promptly to all inquiries and requests made.

Competencies

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

Technical Skills — Assess own strengths and weaknesses; Pursue training and development opportunities; Strive to continuously build knowledge and skills; Share expertise with others.
Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
Problem Solving —Identify, analyze, evaluate, and implement solutions for complex or unfamiliar problems in a timely manner; Utilize critical thinking, analytical thinking, strategic thinking and decision-making. Work well in group problem solving situations; Use reason even when dealing with emotional topics.
Integrity — Job requires being honest and ethical. Maintain confidentiality; Treat people with respect; Keep commitments; Inspire, the trust of others; Work with integrity and ethically; Uphold organizational values and standards.
Initiative — Volunteer readily; Undertake self-development activities; Seek increased responsibilities; Take independent actions and carefully evaluate calculated risks and fully understand perceived outcome; Look for and take advantage of opportunities that increase professional and career development; Ask for and offer help when needed.
Teamwork — Balance team and individual responsibilities; Exhibit objectivity and openness to others' views; Give and welcome feedback; Contribute to building a positive team spirit; Put success of team above own interests; Able to build morale and group commitments to goals and objectives; Support everyone's effort to succeed.
Planning/ Organizing — Prioritize and plan work activities; Use time efficiently; Plan for additional resources; Set goals and objectives; Organize or schedule other people and their tasks on an as need basis; Develop realistic action plans.
Adaptability — Adapt to change in the work environment; Manage competing demands; Change approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Dependability — Follow instructions, respond to management direction; Take responsibility for own actions; Keep commitments; Commit to long hours of work when necessary to reach goals; Complete tasks on time or notify appropriate person with an alternate plan.
Safety and Security — Observe safety and security procedures; Report potentially unsafe conditions; Use equipment and materials properly.
Oral and Written Communication — The ability to communicate information and ideas in speaking and writing so others will understand.
Action Oriented — Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 
Drives Results — Consistently achieving results, even under tough circumstances. 
Resourcefulness — Securing and deploying resources effectively and efficiently. 
Communicates Effectively — Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. 
Values Differences — Recognizing the value that different perspectives and cultures bring to an organization. 
Collaborates — Building partnerships and working collaboratively with others to meet shared objectives.

Qualifications

High school diploma or general education degree (GED).
Experience in a help desk environment.
Associate's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
Certifications (Preferred):
CompTIA A+, Network+, or similar certifications.
Microsoft Certified Professional (MCP) or similar certifications.
Ability to use the internet for connecting programs and research.
Proficient in the following:
Hardware experience: Desktop PCs and laptops
Printers
POS peripherals: Scanners and Credit Card Terminals
Software experience:
Microsoft Office 365 (e.g., Word and Excel)
Windows 10/11
Must be flexible and be able to help with after-hours and on-call support.
Knowledge and thorough understanding of a POS computer system; have the ability to implement and operate the credit card terminal (preferred).
Certifications (Preferred):
CompTIA A+, Network+, or similar certifications.
Microsoft Certified Professional (MCP) or similar certifications.

Physical Demands

Must be able to work around pet hair and dander.
Must be able to lift, push, pull and/or move up to 50 pounds occasionally.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Nature of Supervision

This position has no direct reports.

Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. While performing the duties of this job, the IT Support Technician is occasionally exposed to outside weather conditions. The noise level in the work environment is moderate. The IT Support Technician must be able to travel to all local Independent Pet Partners/ Chuck & Don’s locations on a consistent or as needed basis with regular access to a personal vehicle to properly perform all the functions of the position. Participation in corporate initiatives is at times required. Some of those initiatives include store grand openings, re-grand openings, anniversary sales, special events, and corporate community volunteer initiatives.

Programs And Benefits

Program and Benefits

Full-time team members enjoy the following:

Programs and benefit eligibility will vary based on average hours worked and length of service.

Paid bi-weekly on a W2 basis
PTO (paid time off) - 2 weeks in first year, 3 weeks in second year
Paid Parental Leave and Paw-Ternity (paid Pet Adoption bonding time)
Medical, dental, and vision insurance
Health Savings Account (HSA)/ Flexible Spending Account (FSA) - medical and dependent care
401(k) Program with company match
Greatly discounted, employer-subsidized pet insurance
Generous discounts on goods and services
$25K life insurance policy (employer paid)
Short and Long-term disability (employer paid)
Employee Assistance Program/ 24X7 - completely confidential

$20.00-$23.00 per hour DOE/DOQ

Subject to change depending on State/City/County minimums.

IPP is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or team member based on any legally recognized basis, including but not limited to: race, color, national origin or ancestry, religion, sex (including pregnancy, lactation, childbirth or related medical conditions) gender identity or expression, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, sexual orientation, age (40 or over), or any other status protected by federal, state, or local law.

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Chuck & Don's Pet Food & Supplies

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Information Technology Support Technician