3rd Level Desktop Support Technician

Why Join Pioneer Cold as a 3rd Level Desktop Support Technician:

• Company Stability & Job Security - Founded in 1947, Pioneer Cold has maintained nearly 80 years of uninterrupted operations, demonstrating uncommon stability in the coldstorage and logistics industry, where yearround food distribution limits seasonal volatility.
• Operate IT at Scale - Support one of the largest temperaturecontrolled facilities in the Northeast, encompassing over 11 million cubic feet of frozen, refrigerated, and dry storage and the complex systems that enable it. High-impact, mission-critical, niche IT role, not just desk support.
• Comprehensive Benefits Package - Multiple health insurance options, paid time off, paid holidays, and a competitive 401(k) matching program.
• High Autonomy & Ownership - Work independently with significant decisionmaking authority, directly influencing IT strategy, systems reliability, and operational efficiency.
• Continuous Learning & Technical Growth – Hands-on exposure to warehouse management systems, scanning technologies, inventory control, logistics workflows, and cross-department operations.

Summary

• Pioneer Cold Logistic Services is a third-party logistics provider delivering comprehensive temperature-controlled supply chain solutions to both large and small clients.
• The company operates one of the Northeast's largest cold-storage facilities, offering cold storage warehousing, inventory management, and transportation services that help clients optimize logistics performance.
• This position is responsible for managing and supporting all IT functions at the Chicopee, MA location, which supports approximately 80 full-time employees.
• This role includes hands on technical responsibility, providing Level 1-3 IT support while overseeing systems, infrastructure, and project delivery.

Primary Duties

Technical Support (Tiers 1-3) / Systems Administration / IT Project Management

• Provide Tiers 1–3 support for warehouse operations technology, resolving simple to complex technical issues including UPC scanners, controllers, WMS data recorders, cameras, communications systems, and security hardware.
• Lead, manage, and own IT projects endtoend (requirements, planning, execution, risk, delivery).
• Research, recommend, and implement IT hardware, software, and automation solutions.
• Oversee the administration, maintenance, and optimization of the IT infrastructure, including servers, network devices, and cloud-based applications to ensure security, scalability, and performance.
• Collaborate with internal teams, vendors, and external partners to troubleshoot, implement solutions, and manage technology lifecycles.

Other Responsibilities

• Champion the use of technology across the organization for innovation and continuous improvement.
• Provide user training and onboarding programs, knowledge bases, and userfriendly support tools.
• Manage and maintain project documentation with a focus on EDI systems and integrations.
• Collaborate with thirdparty vendors and external partners for Tier 4+ escalation support.
• Serve as a knowledge resource for IT best practices, particularly in cybersecurity and training.
• Ensure organizational compliance with security, regulatory, and data governance standards.

Note: This is a summary of responsibilities and serves to illustrate but does not encompass all job responsibilities. Any or all responsibilities subject to change.

Background Profile

• 3–5 years’ experience in a technical IT support, systems support, or infrastructure support role.
• 3–5 years expertise with Microsoft Office 365 & Teams administration, support, and troubleshooting.
• 2–5 years proficiency with Microsoft Windows 10/11 administration and support.
• Prior industry background in Manufacturing, Logistics, or Warehouse environments.
• Hardware support including desktops, laptops, printers, scanners, tablets, and handheld devices.
• Experience and understanding of endpoint security solutions and basic cybersecurity principles.
• Familiarity with Active Directory management and Group Policy administration.
• Basic network troubleshooting including TCP/IP, DNS, DHCP, VLAN and segmentation principles.
• Basic experience with Windows Server (2008 R2–2019), VMware ESXi, & virtualization concepts.
• Demonstrated ability to work independently in environments without a formal ticketing system.
• Provide operational support for IT project initiatives from planning through completion, ensuring tasks, timelines, and successful delivery of technology projects.
• Experience deploying and supporting handheld scanners and warehouse mobility devices is a plus.
• Exposure to EDI systems is a plus but not required.

Education

• Certifications in A+, Networking+, MCP, MTA, CCNA are beneficial, but not required.

Other

• Ideal candidates located within 45 minutes of Chicopee, MA but flexibility for the right fit.
• All work is on-site (hybrid or work-from-home cannot be accommodated for this position).
• Ability to work in cold, sub-zero temperatures on occasion to troubleshoot devices (coldenvironment gear provided).