Support Tech I

SanMar-Internal•West Chester, OH

16h•Onsite

About The Position

The Support Tech I, DC provides Tier I technical support for the Distribution Center. The role handles incoming IT support requests, supports staff with computer and warehouse technology problems, and installs, maintains, deploys, and tracks hardware and software. The position also provides desk-side support and equipment moves, trains users, and coordinates IT resources for new hires and terminations with HR. The role is based in a distribution center office and works in typical warehouse conditions.

Requirements

IT support experience in a Service Desk, Help Desk, or Call Center, or equivalent training; the posting does not specify a duration.
Ability to provide quality customer service and maintain a positive, supportive attitude toward the company, job, customers, and coworkers.
Excellent verbal and written communication skills.
Excellent organization skills, including the ability to multitask and prioritize daily responsibilities.
Ability to work well under pressure and complete tasks thoroughly and promptly.
Ability to thrive in a dynamic, constantly changing environment and handle multiple concurrent projects while switching focus as needed.
Ability to work efficiently with minimal supervision.
Ability to quickly diagnose and fix problems.
Ability to follow through and document issues and resolutions.
Basic knowledge of Microsoft Windows OS, Mac OS X, Microsoft Office Suite, PC and Apple devices and peripherals, basic networking and connectivity, computer security practices, and Android OS.
Occasional after-hours and weekend work may be required.
Basic literacy for operating machines and completing necessary daily paperwork.
Ability to work on a computer and mobile phone for multiple hours.

Responsibilities

Answer incoming calls and emails for IT-related support.
Manage and prioritize job (ticket) requests in team and personal queues.
Document issue descriptions, troubleshooting steps, and resolution details in support tickets.
Perform desk-side support and IT equipment moves as necessary.
Image, deploy, maintain, and track hardware.
Help staff and users solve computer and warehouse technology problems.
Install and support 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 that terminations are processed in a timely manner.
Perform other duties as assigned.
Comply with all policies and standards.