ABOUT THE JOB

The IT Technician will be the first point of contact for the Service Desk incident escalation and problem management within sweetgreen’s enterprise and retail networks. Primarily working out of the Los Angeles Support Center (LA SGSC) the role will require supporting both corporate and retail environments. 

A successful candidate will be a “Service Desk” professional with the desire to provide exceptional “Customer +1” support. They will have familiarity with established service frameworks and practices such as ITIL.

Key Responsibilities

Troubleshooting, Root Cause Analysis (Problem Identification) and Escalation

• Problems (as defined by ITIL terminology) will arise from time to time, it is important that all members of the support team are able to identify potential problems and take steps to verify the nature of the problem.
• By 15 days in, you will be expected to demonstrate a solid understanding of our Policies & Procedures, Service Level Agreements (SLAs) and Escalation Process and Expectations.
• By 30 days in, you will be expected to demonstrate an strong understanding all systems and be able to:
  • Properly groom a ticket.
  • Verify the nature of the problem and quantify the impact. 
  • Ensure that any incidents relating to the problem ticket are properly investigated, triaged and closed within predefined SLA’s.
  • Properly escalate problems as required

Incident Response and Escalation to IT Service/Security Management (ITSM)

• All incidents (as defined by ITIL terminology) are every member of the Service Desk team’s responsibility and every member of the team should be prepared to respond to any type of incident. Incidents will for the most part be logged via ZenDesk, though they may be reported by phone, email or in passing. All incidents should be logged and investigated as soon as practical.
• Ensure the ITSM is kept informed of ongoing or serious incidents, as well as identifying underlying patterns. Where appropriate incidents can and should be escalated to the ITSM along with; detailed information regarding steps taken up to the point of escalation, planned or suggested further remediation steps and the impact of the incident. 
• By 30 days in, you will be expected to be ready to serve as an incident coordinator should an incident arise during your watch. This will include, but not be limited to: 
  • Creating alerts using opsgenie
  • Setting up a war room 
  • Coordinating w/ other team members while working towards performing: Root Cause Analysis / Forensics, Performing Remediation, and Delivering Comms

Documentation

• The IT Technicians should develop a broad technical knowledge and understanding of sweetgreen’s corporate and retail systems and will be responsible for developing the knowledge of other team members via the creation of Standard Operating Procedures (SOP’s) and Knowledge Base (KB) articles. 
• By 30 days in, you will be expected to regularly document common tasks and processes effectively in the form of Standard Operating Procedures (SOP’s) and/or create knowledge base documents (KB’s). 
• Work alongside Senior IT Technicians to make sure there is clear communication of new SOP’s and KBs. 

User Account Creation and Management and User Permission Management

• The task of provisioning and deprovisioning user accounts on enterprise applications will be shared across the Service Desk. 
• Responsible for ensuring the day to day account provisioning/deprovisioning needs are met and adhere to sweetgreens “approval requirements”.  
• Understand and evaluate appropriate group membership requirements and ensure that the different rights of each member adhere to their specific job rule, with the guidance of business/system owners. 

System Monitoring

• There are a wide range of systems in place across sweetgreen many of which provide alerts and notifications as to their state. Notifications generated by these systems are in place to provide early warnings of possible issues and to allow the Service Desk to proactively respond to possible system issues. 
• Responsible for actively monitoring and tracking these alerts
• Work closely with the ITSM to identify fault patterns.
• By 45 days in, you will be expected to have developed a strong understanding of system baselines in order to properly identify potential issues. 

After Hours (On Call) Support

• sweetgreen retails stores operate across the United States from approximately 5am pacific through 10pm Pacific. 
  • Responsible for monitoring and responding to tickets that come in via ZenDesk after 6pm Pacific.
  • This is a week-long commitment from Sunday - Saturday. 
  • By 45 days in, you will be expected to join the weekly on call rotation. 

Desired Skills

• Ability to demonstrate technical working knowledge of networks, security and customer service best practices: ITIL
• Certifications or working knowledge equivalent to: A+, Network+, Security+, Cloud+
  • Ability to attain any one of these within 90 days. 
• Previous experience supporting corporate IT systems including, but not limited to:
  • ZenDesk - Working knowledge of API and/or Macros, prefered
  • OKTA
  • Google Workspace
  • Attlasian (JIRA, Confluence, OpsGenie)
• Previous experience of desktop support, troubleshooting and maintenance.
• Working knowledge equivalent or working towards ACSP certification and/or and understanding of CIS Level 1 requiremets.
• Experience Scripting, a plus. Python, PowerShell, prefered.
• Experience in working in a corporate and retail environment.
• Strong communication, presentation and people-handling skills at all levels.
• Aptitude for problem solving.
• Experience performing troubleshooting, diagnostic and root cause analysis.
• Service oriented.

To be clear, you won’t be doing this alone—you’ll have the full bearing of the treehouse and associated resources behind you to ensure that every restaurant is postured and ready to support all of our guests across every channel they may reach us with. This isn’t a job for firefighters or people who thrive on heroics or herculean efforts—this is a role for people who work best in steady-state conditions who know how to fight the occasional fire when it becomes necessary and will put protections in place to ensure the fire doesn’t occur again. You can expect to grow in your strengths, versatility, and competence in this job. You can expect an inclusive, eager team who’ll support you in it, rise to challenges with you, and grow together.

ABOUT YOU

We’re looking for someone who’s familiar with the breadth and depth of the work, but nobody hits the ground running. You won’t be able to answer every question immediately or know how all the systems work on day one, and we don’t expect you to. If you’re passionate about leading and developing people, that’s a great place to start.

We’re committed generalists, eager learners, conscientious workers, and curators of what’s essential. We’re quick to trust. We see things through. We’re kind to each other, look up to each other, and support each other. We reach for responsibility and hold ourselves accountable. We show up for work and for each other.

We value people who can take a stand yet commit even when they disagree. And understand the value in others being heard. We subject ideas to rigorous consideration and challenge each other, but all remember that we’re here for the same purpose: to do good work together. Charging the trust battery is part of the work. That comes with direct feedback, openness to each others’ experience, and willingness to show up for each other as well as for the technical work at hand. We’re in this for the long term.

You can expect a mindful onboarding process with ramp-up and time to learn. You can expect a team that listens, and to be heard. You can expect to give and provide direct feedback. You can expect to be counted on. We’re building our systems, our teams, and our company for the long haul, with a strong eye to other teams’ effectiveness & happiness, from design to support and operations. A healthy, resilient system starts with healthy, resilient people.

What you'll get:

• Three different medical plans to suit your and your family's needs
• Dental and Vision insurance
• Flexible PTO plan
• 401k; company match of 50% up to 3% of employee contribution
• 5 months paid family leave; we believe in fully supporting new parents
• Employee HSA and FSA
• Complimentary greens
• An opportunity to make a real impact on the people around you, both by growing them and by connecting them to real food
• To live the sweetlife and celebrate your passion + purpose
• A collaborative team of people who live our core values and have your back
• A clear career path with opportunities for development, both personally and professionally
• Free sweetgreen swag

Come join the sweetlife!

About sweetgreen

sweetgreen is on a mission to build healthier communities by connecting people to real food. We passionately believe that real food should be convenient and accessible to everyone. Every day in each sweetgreen, our 3,500 team members make food from scratch, using fresh ingredients and produce delivered that morning. And in our local communities, we’re committed to leaving people better than we found them. We’re in the business of feeding people, and we’re out to change what that means.

sweetgreen provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

sweetgreen participates in the federal government's E-Verify program to determine employment eligibility. To learn more about the E-Verify program, please click here.