Support Tech II - 1st shift

What's the Short Version?

The Support Tech II, DC provides Tier I and Tier II technical support for the Distribution Center.

 

What Will You Be Doing?

· Answer incoming calls/emails for IT-related support.

· Consistently manage and prioritize job (ticket) requests in teams and personal queue.

· Clearly document issue description, troubleshooting steps and resolution details in each support ticket.

· Perform desk-side support and IT equipment moves as necessary.

· Assist with meeting room AV setup and instruction.

· Provide assistance to staff and users in solving computer and warehouse technology problems.

· Provide installation and support of computer hardware and software (including peripheral devices such as

printers).

· Train staff and users to work with computer systems and programs.

· Partner with HR to ensure IT resources are available for new hires and terminations are processed in a

timely manner.

· Complete various project-related duties as assigned.

· Perform other duties as assigned.

· Comply with all policies and standards.

 

What Are We Looking For?

· 1-3 years of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent

education/training

· Experience troubleshooting PC hardware and software issues.

· IT certifications (A+, Net+, CCENT, Microsoft certs) preferred

· Ability to provide excellent customer service and maintain a positive, supportive attitude towards the

company, job, customers, and co-workers.

· Must create a high level of user satisfaction through accurate and timely follow up, strong technical skills,

good customer communication, and relationship building.

· Excellent verbal and written communication skills

· Excellent organization skills: demonstrating the ability to multi-task and prioritize daily responsibilities.

· Ability to work well under pressure

· Ability to complete tasks in a thorough and timely manner

· Ability to thrive in a dynamic, constantly changing environment

· Ability and energy to work on multiple concurrent projects and switch focus as necessary

· Ability to work efficiently with minimal supervision.

· Proficient knowledge of: Microsoft Windows OS, Mac OS X, and Microsoft Office Suite; PC and Apple

devices and peripherals; Microsoft Windows and Microsoft Office; basic networking and connectivity; basic

computer security practices; Android OS

· Ability to quickly diagnose and fix problems.

· Ability to follow through and document issues as well as resolutions.

· Occasional after-hours and weekend work may be required

 

What Should You Expect?

DC Office: While performing the duties of this job, the employee is constantly required to stand and walk. The

employee may lift and/or move up to 30 pounds. The employee is frequently required to reach with hands and

arms, grasp and perform repetitive hand, wrist and arm motions. The employee is frequently required to climb

stairs, kneel/squat, bend and carry. Specific vision abilities required by this job include close vision, color vision,

peripheral vision, depth perception and ability to adjust focus. Basic literacy is required for operation of machines

and necessary daily paperwork. Ability to work on computer and mobile phone for multiple hours; with frequent

interruptions. Work environment is moderately noisy. The employee is occasionally required to work near conveyor

systems. There is exposure to dust and changes in weather conditions. Work is performed under typical warehouse

conditions. Potential hazards exist with regard to machinery such as forklifts, pallet jacks, mechanized systems, etc.

Work environment is hectic and fast-paced. The employee is regularly exposed to ambient lighting and can be

exposed to extreme heat and extreme cold including climates consistent with outside weather conditions.