About Us
Food52 is an award-winning brand in the kitchen and home space, using an innovative commerce, content and community business model to reach over 24 million homecooks and homebodies, and was recently named No. 28 on Fast Company’s list of the
World’s Most Innovative Companies of 2022. We’re passionate about giving our deeply-engaged audience everything they need to enjoy life’s most important pleasures – food, home & connection to others.
As part of an ongoing initiative, we remain focused and committed to diversity, equity, and inclusion as the center of our hiring process and our company culture. We're committed to building a community that values and honors the contributions of underrepresented communities to our shared culinary experience—starting with the Food52 family. You can read more about our support, and link to our progress, in our
DEI Vision Statement.
About the Role
The Support Analyst’s primary objective is to support, maintain and improve the company’s technology infrastructure environment. Ensure integrity, security and uptime of the environment. This role actively works with users and vendors to achieve optimum system performance.
Reporting Structure
Reporting to the Senior IT Director, this role will start in our Manhattan headquarters then move to our new Brooklyn headquarters in Q1 2023. As a key member of our IT Infrastructure Team, you’ll partner closely with internal business groups and other IT team members.
ResponsibilitiesSystem trouble-shooting – Acts to evaluate and correct hardware, end user productivity software and phone issues promptly. Diagnose problems, define possible solutions, understand issues and benefits of the solutions and design ways to implement solutions in a timely and expedient manner. Desktop services and help desk support 1. End user support: Assist with laptop, desktop and peripherals (monitors, keyboards, mice) issues. Assist with usage of email, calendar, drive. Downloading approved software. 2. End user devices: Maintains inventory of laptops, desktops and peripherals including spares/loaner pool. Provisions laptops and desktops. Responsible for scheduled equipment refreshment cycle. 3. Onboarding/Offboarding: Purchases hardware and software licenses as needed. Handles access control for end user devices and office productivity software. Creates e-mail and all necessary system-wide passwords. Office phone as required. Maintain and issue key fobs/key cards for building and secure room access. 4. Evaluates job position hardware and software needs. Works with hiring manager to determine requirements for new/replacement positions. Hardware and Network support and maintenance – The role ensures network wiring and hardware performs at optimum levels. Performs system testing and upgrades at determined intervals. Develops hardware and network documentation. Hardware and Network includes: 1. Server room environment including modem, router, switches, firewall, environmental monitors. 2. Servers 3. File share 4. Backups 5. Access Points 6. Purchasing, implementing and decommissioning hardware 7. Asset tracking management refreshingSoftware support and maintenance – Evaluates productivity, administrative and infrastructure software upgrades and new programs for integration and use by company staff. Once approved, purchases license and installs on required systems and computers. 1. Local client installs 2. Servers 3. Cloud – Telephone system- support installation and maintenance of phone lines and voice system. Develops phone system documentation.Office equipment - Ensures office equipment is working to required performance levels. 1. Fax machines. 2. Copiers and printers - Responsible for replacing toner as necessary and triaging issues. Responsible for maintaining toner inventory. Moves printers as needed. a. Key card locks b. Conference room equipment (computer, monitors, projectors, speaker phones)Evaluates, presents options, purchases and installs equipment as needed. Communication – Clearly communicate with internal users about needs, status and requirements using terminology appropriate to the user. Works with infrastructure vendors on day to day support tasks and issues. Works with tech vendors on projects requiring infrastructure involvement. Develops vendor relationships to ensure prompt and accurate services.This role will require the employee to be regularly in the office (NYC or Portland) as well as any company retail stores and showrooms as needed.24X7 on call.VIP Support – White glove service for company executives for desktop services. May include occasional home visits and off hours.Occasional travel.Special event tech support – projector, laptop.Strings temporary wiring and cabling as needed to keep systems functioning.Requirements0-2 years of desktop/end user support experience0-3 years of Microsoft Windows/Apple Mac desktop, and laptop configuration and support experience 1. Google Workspace (Google Docs, Sheets, Slides, Drive, Meet) 2. Google Chrome 3. O365 Office Apps (Word, Excel)Strong communication (verbal and written) skillsStrong analytical and problem-solving skills. Ability to diagnose root cause, define solution options and understand issues/benefits of solutions.Strong organizational skillsContinuous improvement mindsetWorking knowledge of Slack or other interoffice messaging system (ie: Microsoft Teams)Microsoft Windows server administration and support experience, preferred 1. Windows Active Directory 2. Fileshare1-2 years of network support experience (VPN configuration), preferredExperience with any of the following, a plus: 1. Changing copier toner and printer ink cartridges 2. Device imaging 3. 1PasswordCompensation & Benefits
For residents of CT, NJ or NY the compensation range for this role is $60,000 - $75,000. Factors used to determine the salary range for a given position may impact what salary within the stated range may be offered to any particular candidate (e.g., years of experience, level of education obtained, etc.). Additionally, we offer a comprehensive benefits package which includes:
Medical, dental and vision options (some at no cost to you!)
Flexible spending accounts (health & dependent care)
Short and long term disability, life insurance
401(k) retirement plan
Paid holidays, unlimited vacation, company-wide weeks off (Summer Week and Winter Week)
Flexible hours and working arrangements
Exclusive access and employee discounts to our Food52 and Schoolhouse shop products!
Visa Sponsorship
Currently, Food52 does not provide Visa sponsorship. All applicants must be able to provide legal proof of their eligibility to work in the U.S.
Food52 is an Equal Opportunity Employer and does not discriminate on the basis of one's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. Food52 will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local "Fair Chance" laws.
