IT Support Specialist Fulfillment Center
About The Position
The IT Support Specialist is responsible for installation, upgrades, troubleshooting, and repair of hardware and software related to desktop PCs, printers, PC hardware systems, PC networks, LAN, and RF devices. The role leads resolution of complex and escalated support issues, manages and plans workload, and supports manager tasks as needed. The specialist maintains and troubleshoots vendor-provided material handling software and systems, advises customers on technical issues, and partners across functions to resolve problems. The role also documents fault patterns, coordinates with technical or vendor resources to develop permanent fixes, and maintains inventories of IT supplies and equipment. It may involve transporting PCs, monitors, terminals, and printers for deployment or repair.
Requirements
- High school diploma or GED and at least 2 years of experience in an IT customer-facing and/or technical support role.
- Experience with equipment such as printers, terminals, PCs, and RF communication hardware.
- Experience with Microsoft Windows operating system and Microsoft Office Suite, including Word, Excel, and PowerPoint, as well as Internet Explorer.
- Experience following processes, recommending improvements, translating technical terms for non-technical users, solving technical problems, and working in a team environment.
- Knowledge of network infrastructure and server hardware/software, such as Windows Server, Unix/AIX, iSeries/AS400, and vSphere/VMware.
- Willingness to travel up to 10% for business purposes, within and outside the state.
- Availability for weekend, holiday, and/or off-hours shift coverage may be required.
Nice To Haves
- Bachelor’s degree.
- Certificate in Network Plus, Microsoft, Cisco, or CompTIA.
- Experience at a distribution center or in a manufacturing environment.
- Knowledge of coding and/or programming, such as Visual Basic, HTML, PHP, or ASP.
- Experience building and maintaining databases, such as Web, Access, and SQL.
- Experience coordinating service requests with the appropriate IT team.
- Experience working independently and as part of a cross-functional technical team.
Responsibilities
- Lead installation, upgrades, troubleshooting, and repair of desktop PCs, printers, PC hardware systems, PC networks, LAN, and RF devices.
- Use tracking software to monitor issue resolution and open tickets.
- Support area processes and interface requirements; reset equipment or apply solutions to resolve problems quickly.
- Resolve complex issues and escalations from less experienced support staff.
- Identify and document recurring fault patterns and involve engineering, other IT technical resources, or vendors to develop permanent fixes.
- Manage and plan workload within the area of responsibility; audit and report task completion or non-completion and plan how to address unfinished work efficiently.
- Maintain and troubleshoot vendor-provided material handling software and systems.
- Collaborate with customers, advise them on technical issues, answer complex PC and printer hardware or software questions, and make IT recommendations.
- Identify likely causes of problems and prepare accurate documentation and communications to support problem elimination and efficient fixes.
- Provide second- and third-level support for production equipment problems and determine when outside technical help should be contacted or called onsite.
- Partner cross-functionally to resolve issues.
- Order and maintain inventories of supplies and equipment, including labels, paper, toner cartridges, spare cables, networking equipment, legacy equipment, PC peripherals, and accessories.
- May lift and transport PCs, monitors, terminals, and printers for deployment or repair.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
