IT Support Specialist

Distribution Services International, Inc.•Garden City, GA

46d•Onsite

About The Position

The Help Desk Support Specialist is a Level 2 support role on the IT team, providing hands-on technical resolution for hardware, software, networking, and Active Directory issues within a multi-warehouse logistics environment. This position operates within DSI’s Lean IT execution model, involving structured support rotation with end-to-end ticket ownership and maintaining desktop and endpoint standards. The role includes dedicated time for improvement projects such as building better desktop images, creating automation, developing self-service tools, and writing documentation to reduce future support volume.

Requirements

Proficient with computer systems, PC repair, mobile devices, and network management (LAN/WAN); ability to deploy, configure, and support operating systems on desktops and mobile devices; familiar with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory, and basic systems administration
Strong drive to provide an excellent customer service experience, with the ability to tailor communication to different audiences, especially when dealing with technical versus non-technical staff
Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics
Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality
Takes responsibility for own actions; keeps commitments; completes tasks on time or communicates proactively with an alternate plan
Excellent verbal and written communication skills for documentation and interaction with various levels of technical and non-technical staff and management
One to three (1–3) years of general IT experience with specific experience supporting end users and systems.
Associate degree preferred in a technical discipline. Equivalent work experience will be considered
Embodies the DSI Core Values of Team, Excellence, Entrepreneurship, Integrity, and Safety

Nice To Haves

Desktop imaging and deployment tools (SCCM, MDT, Intune, or equivalent)
Structured patch management experience
CompTIA A+, Network+, or similar certifications
Familiarity with WMS or warehouse technology systems
Experience in a multi-site environment supporting both office and warehouse users
Scripting basics (PowerShell, batch) for desktop automation
Experience with service company operations, especially in warehousing and logistics, is preferred

Responsibilities

Own every incoming ticket end-to-end during your support rotation—from initial response through resolution and customer confirmation; provide technical assistance for systems, software, and hardware issues
Work with end-users to determine the scope of issues and diagnose root cause of hardware and software problems
Perform user account adds, moves, and changes in Active Directory; manage group memberships, distribution lists, and organizational unit assignments
Provide user-level support for Outlook, Teams, OneDrive, and SharePoint; troubleshoot email, calendar, and collaboration issues; manage shared mailboxes, distribution groups, and basic M365 user configuration
Set up and deactivate user accounts, configure workstations, and manage the full onboarding/offboarding lifecycle
Maintain inventory of all equipment, software, and licenses including mobile devices, PCs, servers, printers, and phones
Produce IT Tips of the Week, application guides (App Space documents), and internal knowledge management content; contribute to the team wiki to reduce repeat support requests
Maintain desktop imaging standards and OS deployment workflows across all DSI facilities
Evaluate, configure, and deploy desktops, laptops, tablets, and mobile phones for warehouse and office environments; support mobile device management (MDM) policies and provisioning
Configure and maintain endpoint standards; manage Group Policy settings for desktops and laptops
Support and maintain printers, scanners, and warehouse peripherals across all locations
Execute patch management cycles for Windows OS and third-party applications; track compliance and report metrics
Coordinate with the Infrastructure & Security Engineer on endpoint hardening standards and compliance validation
Create and maintain support documentation for common issues, ensuring it is clear and accessible for all staff
Identify and implement automation opportunities to reduce recurring support tickets
Look for patterns in support tickets and propose process or tooling improvements to reduce repeat issues