IT Support Specialist

Distribution Services International, Inc. • Garden City, GA

1d • Onsite

About The Position

The Help Desk Support Specialist is a Level 2 support role on the IT team, going beyond basic triage to provide hands-on technical resolution for hardware, software, networking, and Active Directory issues across DSI’s multi-warehouse logistics environment. This position participates fully in DSI’s Lean IT execution model—including the team’s structured support rotation with end-to-end ticket ownership—while also maintaining desktop and endpoint standards. This is not a purely reactive role. DSI’s IT team operates a structured Lean IT model that gives every team member—including the Help Desk Specialist—protected time for improvement projects alongside day-to-day support. You’ll have dedicated time to build better desktop images, create automation, develop self-service tools, and write documentation that reduces future support volume. At DSI, the Help Desk Specialist is more than a ticket-taker. Our structured Lean IT model gives you protected time every day for improvement projects—better images, automation, documentation—alongside your support responsibilities. You’ll be part of a small, tight-knit team where your work directly impacts warehouse operations, and where there’s a clear path to grow into more advanced roles as you develop your skills.

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

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

Benefits

• Competitive salary commensurate with experience
• Comprehensive benefits package including medical insurance, life insurance, 401(k), paid time off, and additional allowances

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1-10 employees