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IT Operations Support Analyst



IT, Customer Service, Operations
Philadelphia, PA, USA
Posted on Wednesday, June 19, 2024
Gopuff is seeking an IT Operations Support Analyst to join the IT Operations team. In this role you will report to the Manager of IT Support and form part of a dynamic team, responsible for the timely triage, resolution, and escalation of production issues with core Gopuff and BevMo engineering and retail services. This role interacts directly with employees at all Gopuff and BevMo locations as well as our corporate staff and acts as the point of escalation to the Engineering team. The ideal candidate will be able to troubleshoot and resolve IT-related issues across the organization efficiently and effectively.
The required hours of work are 09:00 AM - 18:00 PM ET, Tuesday, Wednesday, Thursday on-site at our Philadelphia HQ. One shift on a weekend day will be required, and one other day per week.

You Will:

  • Provide a high level of support and customer service to staff throughout Gopuff (from the Executive team to front-line service center associates).
  • Assist with implementation of IT Data Security Policies and Procedures.
  • Partner with external vendors to support IT data integrity and performance.
  • Troubleshoot and resolve remote hardware, software, and network issues.
  • Identify, triage, and escalate incidents impacting Gopuff’s systems.
  • Follow Gopuff's technology delivery practices, standards and project management disciplines, including the implementation of IT Data Security Policies and Procedures.
  • Comply with business and disaster recovery runbooks.
  • Create and maintain accurate documentation.
  • Manage Service Center IT Support
  • Facilitate Equipment Inventory and Deployment
  • Imaging Macs and PCs for deployment to corporate and field employees
  • Workstation and Laptop Support
  • Printer and Copier Support
  • Mobile Phone and Data Card Device Support
  • Other Projects: IT Equipment support for new store installs and existing store remodels.
  • Support new system rollouts.

You Have:

  • 1-2 years of IT support experience.
  • Strong problem-solving skills and customer service experience.
  • Experience documenting resolutions for entry to the Knowledge Base.
  • Ability to learn and pick up concepts quickly.
  • Detail-oriented, aware of secondary effects resulting from changes.
  • Experience working both independently or as part of a project group.
  • Confidence in making wise decisions on your own within generally defined parameters.
  • Adeptness in investigating problems outside your own knowledge area.
  • Ability to take initiative and lead projects.
  • Must possess a positive and professional attitude.
  • Experience working with virtual/remote staff members.
  • Technical Requirements:
  • Knowledge of Windows, Mac, iOS and Android.
  • Experience with Identity Management Concepts (G Suite, Azure Active Directory, Okta).
  • Familiarity with Cloud Environments (Azure, AWS, Meraki).
  • Experience with Incident Management Platforms (ServiceNow, Zendesk, Freshservice).
  • Experience with POS systems (Square, NCR Emerald) is a plus.
  • Knowledge of core networking concepts (TCP/IP, SD-WAN, VPN).
  • Experience with Software Project Management Platforms (JIRA, Airtable)
  • Familiarity with Software Engineering Tools (Github, Postman)
  • Exposure to Software Engineering Concepts (APIs, Object-oriented programming).
  • Understanding of Endpoint Configuration Management Concepts (Intune, JAMF, Kandji).


  • Gopuff pays employees based on market pricing and pay may vary depending on your location. The salary range below reflects what we’d reasonably expect to pay candidates. A candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. For additional information on this role’s compensation package, please reach out to the designated recruiter for this role.
  • Hybrid - Salary Range (varies based on a cost of labor index for geographic area within the United States): USD $43,200 - $63,000
At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.
And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.
Like what you’re hearing? Then join us on Team Blue.
Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.