Technical Support Specialist

Cart.com•Groveport, OH

2d•Onsite

About The Position

Cart.com is seeking a Technical Support Specialist to provide level 2 and 3 technical support and resolve complex technical problems with minimal supervision. The role works closely with Operations, Technical Services, Application Development, clients, and vendors, supporting operational, service management, desktop, and store-related technology needs at a fulfillment facility in or around Groveport, Ohio. The position is onsite and may be scheduled for either first or second shift, with flexibility for longer hours during business and peak needs. The specialist supports facility operations by troubleshooting network, workstation, application, printing, scanning, and device communication issues; managing IT inventory; deploying equipment; and providing hands-on support to remote network teams. The role also requires documenting technical processes, communicating with internal customers at all levels, following cybersecurity and other internal controls, and escalating issues that threaten operational success. This is a full-time position. Occasional evening and/or weekend work may be required during high-volume periods, and the role requires willingness to work major U.S. holidays except Christmas and New Year’s Day. The work may take place in office and warehouse environments, including areas with fluctuating temperatures and loud equipment. Hotel, airplane, and car travel are required. The position requires lifting equipment and using computers and mobile phones for multiple hours, often with interruptions.

Requirements

5–8 years of IT experience.
A four-year college degree or technical training certification.
Experience with systems documentation and system troubleshooting.
High-level support experience.
Retail experience.
Technical analysis and support experience.
Knowledge of basic hardware and software installation, configuration, and capabilities.
Understanding of subnets, VLANs, routing, and related networking concepts.
Ability to distinguish 1G from 10G fiber modules, single-mode from multimode fiber, and SC, ST, and LC fiber connectors.
Familiarity with Windows 10/11, macOS, Android, and iOS.
Familiarity with Zebra handheld and stationary scanners.
Troubleshooting and problem-solving skills across networking, printing, scanners, workstations, and applications.
Excellent verbal and written communication skills, including the ability to communicate with technical and non-technical audiences.
Results-oriented track record.
Ability to create general technical documentation.
Eagerness to learn and develop skills.
Team-first attitude and willingness to help coworkers provide excellent customer service.
Ability and willingness to work major U.S. holidays except Christmas and New Year’s Day.
Flexibility to work longer hours based on business and peak needs; occasional evening and/or weekend work may be required during high-volume periods.
Ability to lift up to 50 pounds safely, repeatedly throughout the day.

Responsibilities

Troubleshoot computer and tablet communication issues.
Troubleshoot wired and wireless network issues, trace network cables, and run troubleshooting commands from a Windows computer.
Un-rack and rack network/server equipment in IDFs and MDFs.
Support fulfillment center operations and resolve tickets related to internal operational readiness.
Troubleshoot workstation, application, printing, scanner, and other technical issues.
Provide hands-on support for remote network teams.
Roll out computers, printers, scanners, scales, and peripherals when projects arise.
Oversee IT inventory at the facility and anticipate equipment needs based on operational activity.
Escalate critical issues to the Tier 2 Support team when they may affect operational success.
Communicate with internal customers at all levels using ticketing systems, email, and instant messaging.
Create general technical documentation.
Follow cybersecurity department guidelines and other internal controls.
Collaborate with Operations, Technical Services, Application Development, clients, vendors, and coworkers to provide technical support and customer service.