IT Technical Support Representative

Shift4 is rapidly expanding globally and seeking a highly experienced and customer-focused IT Analyst / Technical Support Representative to join our team in Center Valley, PA. The ideal candidate will be responsible for providing comprehensive technical support and troubleshooting assistance to our employees, ensuring high productivity and minimal downtime. This role requires advanced knowledge of Active Directory, hardware, software, and various IT-related systems. We are looking for an individual with excellent problem-solving abilities, strong communication skills, and a dedicated customer service orientation.

This is a critical onsite role based at Shift4’s Center Valley, PA location.

Key Responsibilities:

User Support & Troubleshooting

• Provide expert technical support to end-users, directly contributing to improved productivity through effective utilization of hardware, software, and enterprise systems.
• Respond to and efficiently resolve technical incidents during business hours and while on-call, adhering to standard escalation procedures.
• Diagnose and resolve complex hardware, software, and network connectivity issues.
• Deliver effective remote support using established remote access tools.
• Conduct end-user training and provide ongoing support for various applications and systems.
• Set up, configure, and provide support for video conferencing equipment and collaboration tools.

Technical Management & Operations

• Install, configure, and maintain computer hardware, operating systems, software, and peripherals.
• Proactively monitor system logs and alerts to detect and address potential issues before they impact operations.
• Deploy and manage software updates, security patches, and system upgrades across the user base.
• Create and meticulously maintain user accounts, security groups, and Group Policies within Active Directory.
• Analyze, test, and optimize IT systems to ensure continuous improvement in performance, efficiency, and security.

Documentation & Asset Management

• Develop and maintain comprehensive support procedures and technical knowledge base articles for the IT team and end-users.
• Maintain accurate and up-to-date records of all IT assets, software licenses, and maintenance schedules.

Project & Policy Support

• Assist with the planning, tracking, and execution of IT-related projects and scheduled maintenance tasks.
• Participate in the development, implementation, and enforcement of IT policies and procedures.
• Collaborate effectively with business stakeholders to understand specific needs, design viable IT solutions, and resolve complex cross-functional issues.

Professional Development

• Maintain current knowledge of emerging technologies and industry trends; actively recommend improvements to the IT infrastructure and support processes.

Qualifications:

• Minimum of 2 years of experience as an IT Analyst, Desktop Support Technician, or similar role providing technical support in a corporate environment.
• Demonstrated experience supporting a wide range of operating systems, including Windows and macOS, as well as mobile devices (smartphones and tablets).
• Ability to commit to the required shift of 9:00AM to 6:00 PM EST, 40 hours per week, with occasional additional shifts at Shift4's headquarters in Center Valley, PA.
• Advanced technical knowledge in software and applications administration (e.g., Microsoft 365/Google Workspace).
• Advanced understanding of fundamental networking concepts, including TCP/IP, DNS, DHCP, VPN, and firewalls.
• Proven knowledge of Active Directory administration, user access management, and governance tools.
• Solid knowledge of computer hardware troubleshooting and repair.
• Familiarity with virtualization technologies (e.g., VMware or Hyper-V).
• Experience with remote access and VPN technologies.
• Proven ability to respond to and participate in the resolution of production issues (during business hours and on-call rotation with advanced notice).
• Exceptional ability to manage, prioritize, and drive to resolution multiple tasks and issues simultaneously.
• Ability to communicate clearly and effectively while under pressure.
• Strong written and verbal communication skills in English with the ability to effectively translate technical information for non-technical end-users.
• Direct experience in a high-volume, customer service-focused IT environment.
• Strong analytical and logical problem-solving skills.
• A strong drive for task completion and a high degree of self-sufficiency.

Preferred Skills (Highly Desirable):

• Relevant industry certifications such as CompTIA A+, Network+, or Security+ or equivalent professional certifications.

#LI-BN1

Shift4 is expanding globally and seeking a mid-level Software Engineer to contribute to the development and maintenance of Shift4’s production systems. This role involves writing clean, modular, and maintainable code, participating in code reviews, deploying builds to a continuous integration pipeline, and owning major projects. As an integral member of the engineering team, the individual will collaborate on architecture design, optimize existing systems, and build scalable applications.

This role is based onsite at Shift4's headquarters in Center Valley, PA. 

Responsibilities

• Contribute stable, well-written code to the production system.
• Provide detailed feedback for colleagues via code reviews to ensure code quality.
• Begin learning and understanding new languages or frameworks.
• Deploy multiple builds to a continuous integration pipeline with minimal issues.
• Write and maintain test cases for various projects to ensure code quality.
• Set up and manage staging and production environments for development.
• Own and deliver at least one major project with successful outcomes.
• Contribute to architecture design for both large and small-scale systems.
• Provide feedback on optimization or refactoring for existing systems to improve performance.

Qualifications

• This is a mid-level role requiring a minimum of 3 years of experience in front-end design and development, including coding in JavaScript, React, CSS, and HTML.
• Experience with Node.js, NextJS, Typescript, React, Git, Tailwind CSS.
• Familiarity with Unix system administration and shell scripting.
• Familiarity with unit testing and high code coverage (Mocha, Xunit experience is a plus).
• Ability to write modular, maintainable, and clean code.
• Experience designing, building, and shipping websites, software, and/or mobile apps.
• Strong communication skills in English with the ability to clearly communicate technical topics to non-technical people.
• Proven ability to work well in a fast-paced, multi-disciplinary team environment.
• Proficiency with Git/GitHub.
• Ability to learn, adapt, and keep an open mind toward new technologies.

Additional experience that is a plus to have:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent preferred.
• Any relevant certifications (Palantir Foundry, Oracle ERP, PMI, etc.) are beneficial but not required.
• Experience working with NextJS applications, NodeJS REST APIs, and backend databases.
• Well-versed in problem-solving, source code management, unit testing, and CI/CD pipelines.

#LI-BN1

DoW SkillBridge Internship - Mission Control Operator

Location: On Site at Shift4's Mission Control Center in Center Valley, PA Headquarters

The DoW SkillBridge program allows active-duty service members to participate in civilian internships, apprenticeships or training during their final months of service. Participants remain on active duty, continue receiving full military pay and benefits, and gain real-world work experience with approved industry partners. For more information, and eligibility requirements, visit Shift4 DoW SkillBridge Program

Description:

Shift4 (NYSE: FOUR) is pushing the boundaries of Financial Technology through the creation of a new internal system, Mission Control. Like the name suggests, this system will be akin to the control rooms of the Space Shuttle and Apollo programs, where holistic company wide information is flowed from external systems across the business to a single, unified location. Subject matter experts will be able to analyze and action on data directly, allowing for fast response and creation of automation that can then identify and prevent similar issues in the future. 

As a Mission Control Operator, you will be one of the fundamental components of bringing this new vision to life. You will command and control different Shift4 business systems through our Mission Control interface, make decisions about how to direct and redirect resources, and become a technical subject matter expert in specific business divisions based on your experience. You will support the development of this new operational model and build with our engineering teams to bring new features and functions to Mission Control. 

This internship aligns well for transitioning military members currently at the E4 or E5 level experienced in the following military arenas: 

• Command Post
• Maintenance Operations Center (MOC)
• Crew Chiefs - backing up
• SPOC (Space Ops Center)
• Missile Warning Ops
• Operations Center

Responsibilities:

• Operate one or more Mission Control modules, ranging from supply chain operations to customer service, to technical payment infrastructure, representing and directing these teams when necessary for Mission Control operations.
• Work hand in hand with our business divisional leaders to learn the nuance and current operations, and develop SOPs to support the integration of Mission Control systems to those divisions. 
• Write operational documentation and execute daily, weekly, and monthly Mission Control Procedures.
• Identify, architect, and implement new Mission Control functionalities with support from Mission Control engineering teams. 
• Design and implement communication methods, escalation strategies, quality assurance protocols, and response plans to ongoing business and technical issues that Mission Control will identify. 
• Develop automation strategies to remove parts or process steps with high accuracy and quality to increase overall efficiency of Shift4 systems. 
• Expand the vision, and collaborate with stakeholders to ensure the functionalities of the system are aligned with company objectives. 

Minimum Qualifications:

• Ability to meet the core eligibility requirements of the DoW SkillBridge program (see above link). 
• 2+ years of experience operating in or developing complex systems such as mechanical, electrical, facilities, O&G, aerospace, or industrial automation or relevant experience gained within the military and/or other?
• Highly competent communication skills in English, both written and verbal. Excel in distilling information from dense technical systems into concise and clear documentation, and have experience communicating those consolidations to leadership.
• Personal experience leading technical projects, including conception, development, and implementation. 
• Previous experience in an operational and workflow oriented role.

Additional skills that are a plus to have:

• Professional Degree in a relevant field.
• Experience interacting with data systems such as Grafana, Tableau or other graphical user interfaces. 
• Personal experience utilizing operational software systems, including First Resonance ION, or a wholesale ERP such as SAP. 
• Experience with real time, time series data and creation of workflows around data indicators. 
• Experience with operational fundamentals such as corrective action reporting, non-conformances, inventory management, and data governance. 
• Python, Pyspark, or other programmatic skills.
• Experience with one of the following platforms: Palantir Foundry, Mulesoft.