Support Technician II

SanMar- External•Sparks, NV

7d•Onsite

About The Position

The Support Tech II, DC provides Tier I and Tier II technical support for the Distribution Center. This role involves answering incoming calls and emails for IT-related support, managing and prioritizing ticket requests, and documenting issue descriptions, troubleshooting steps, and resolution details. The position also includes performing desk-side support, IT equipment moves, assisting with meeting room AV setup, and providing installation and support for computer hardware and software, including peripheral devices like printers. Additionally, the Support Tech II will train staff and users on computer systems and programs, partner with HR to ensure IT resources are available for new hires and terminations are processed promptly, and complete various project-related duties as assigned.

Requirements

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.
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.

Nice To Haves

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

Responsibilities

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.