Onsite Warehouse IT Service Support II

DXC Technology•USA MA Client Site (CSC Location), MA

6d•$84,400 - $156,800•Onsite

About The Position

This role demands a proactive approach to problem-solving and a commitment to maintaining the highest standards of IT service delivery. The job requires the worker to be on-site and dependable. Travel to other locations within a 2-hour driving radius for support and project purposes may be necessary when remote assistance is not feasible. The position involves identifying, troubleshooting, and resolving hardware issues, user access problems, and internal application or networking issues before escalation. The IT Service Support II will manage assigned tickets through ServiceNow, creating and documenting all activities in the internal ticketing system, and updating the status to reinforce service level agreements. This role also includes coordinating the on-site computing equipment inventory with active knowledge of device usage and purposes. Developing partnerships with Operations to understand business activities, both current and future, to advise on and contribute to the enhancement of technology best practices is also a key function. The IT Service Support II will respond to IT service phone calls, emails, and IMs promptly, adhere to IT policies and processes, follow best practices in technical support and customer service, and provide training to end users when required. Other duties as assigned.

Requirements

Knowledge and hands-on experience with a variety of hardware devices, including RF scanners, printers (document centers, group LaserJet, and label printers), PCs, video conferencing systems, mobile devices, and tablets as well as networking, messaging, security, and mobility platforms.
Proficient in both Windows and Linux operating systems.
Strong communication skills, both written and verbal, with fluency in English.
Strong customer service skills.
Solid skillset in planning, organization, analytical thinking, and problem-solving.
Solid skillset in relationship building, taking ownership of tasks and projects, and effectively communicating technical ideas and concepts in a user-friendly manner.
Proactive approach to solving technical problems, conducting efficient research, and adapting to rapidly changing environments and priorities.
Ability to determine and prioritize when to work independently or within a cooperative team environment, helping to accomplish shared goals.
Associate's, bachelor’s degree in computer science or a related field, or technical diplomas or certifications.
3 to 4 years of experience in a warehouse environment, executing most, if not all, of the essential duties and functions listed, and possessing the requisite knowledge, skills, and abilities necessary for the job, including the physical requirements.
Mandatory use of safety shoes.

Responsibilities

Provide comprehensive hardware support for RF scanners, printers (document centers, group LaserJet, and label printers), PCs, video conferencing systems, mobile devices, and tablets as well as networking, messaging, security, and mobility platforms.
Handle user access requests and issues.
Support internal systems and applications.
Travel to other locations within a 2-hour driving radius for support and project purposes, when remote assistance is not feasible.
Identify, troubleshoot, and resolve hardware issues, user access problems, and internal application or networking issues before escalation.
Manage assigned tickets through ServiceNow, creating and documenting all activities in the internal ticketing system, and updating the status to reinforce service level agreements.
Coordinate the on-site computing equipment inventory with active knowledge of device usage and purposes.
Develop partnerships with Operations to understand the business activities, both current and future, to advise on and contribute to the enhancement of technology best practices.
Respond to IT service phone calls, emails, and IMs promptly.
Adhere to IT policies and processes, following best practices in technical support and customer service, and provide training to end users when required.
Perform other duties as assigned.