Specialist, Technical Support

DC Technical Support Specialist

The DC Technical Support Specialist is responsible for the daily operations support and administration of computing infrastructure at the Distribution Centers (DC). This position will work independently to support the overall Infrastructure to include all Windows 11 desktops, WAN/LAN routing, Servers, Mobile PDT devices and telecommunications while reporting to the DC Technical Services Manager for other projects and support needs. Direct on-site support for all local DC Operations users; including new user account setups, IS requests, account/password administration and end-user network issues.

Primary Responsibilities:

• Responsible for the installation and configuration of all Infrastructure equipments in the Distribution Center utilizing documented guidelines and procedures. This will include hardware and software upgrades, RF equipment, VoicePick equipment, PDT scanners, printers and all user hardware including telecom equipment.
• Manage and control all access to the computer room to ensure the integrity of the facility while allowing the necessary maintenance and upgrades to be completed.
• Conduct and maintain an accurate inventory of user hardware, RF and Voice equipment onsite utilizing Help Ticketing software, Asset Management Databases, Knowledge bases, and other tools.
• Responsible for troubleshooting end user and network problems and ensure proper escalation to cross-functional teams as required.
• Manage DC incidents and requests via ServiceNow to ensure proper support and service level agreements (SLA) are met.
• Responsible for submission of all service requests for new equipment, software, associate moves, adds or changes to our current infrastructure configuration.
• Manage the computer room inventories and supplies including spare hardware and peripherals.
• Perform preventative maintenance on all infrastructure equipment to include all label printers (Zebra, HP, Canon, etc.), laser printers, etc.
• Provides on-the-job technical training to all DC Team Members and Managers to ensure systems are utilized properly.
• Assist the Operations, Maintenance, Transportation and other internal teams with any IT related issues.
• Responsible for Collaborating and providing secondary support for other DC's within the network.
• Be proactive in recommending improvements in procedures that will increase the efficiency of the facility and staff members in regards to IT related technical issues and processes.

Other Responsibilities:

• Maintain a high level of communication with the SSC IT teams, the DC Technical Services team and your Manager of DC Technical Services.
• Keep an up to date and accurate inventory and working history within the companies Help Ticketing software, Asset Management Databases, Knowledge base, etc.
• Manage the DC's RF repair program in getting the equipment fixed and replaced when applicable.
• Placing service calls/tickets with support vendors for printers, data center equipment (HVAC, UPS, and Generator) and PC/Server hardware.
• Develop and maintain an ongoing positive rapport with end users to enhance the perception of the IS function.
• Provide evening and weekend coverage to manage special needs, procedures and emergencies as appropriate.
• Assist the DC Technical Services Manager with special projects that may be assigned.
• Assist the Director Technical Services with special projects that may be assigned.

Qualifications:

Education: Associate's degree in Computer Science, MIS or related field or equivalent experience.

Experience: Minimum of 3 year experience in supporting various end users with hardware and software including procedural problems. Must have experience with supporting end-user devices in a network environment.

Licensure/Certifications: One or more of the following certifications is preferred, but not required: CompTIA A+, one or more of the following are preferred. CompTIA IT Fundamentals+ (ITF+), Network +, or Security +, Linux +, Microsoft MCP, MTA, MCSA, MCSE, Cisco CCT, CCNA.

Software Tools Sets: The following applications knowledge is preferred. SNOW ticketing system, Microsoft Server O/S, FileZilla, Wireshark, Microsoft Office products, Active Directory, Joining computers to the domain, Putty, Kitty, iOS, Linux, Hyper-V, VMWare, SSMS, DHCP, Static IP. Networking protocols, VIOP applications, File Share Permissions, Zabbix and SCOM monitoring tools, APC & Vertiv Geist IT Environmental monitoring tools, and various imaging processes for PC, AP, Switches, Routers, RF & Voice equipment.

Hardware Tools Sets: The following hardware knowledge is preferred. Crimping RJ11 7 RJ45 Cables, Wire mapper, Wireless Air Check, USB to Serial cable management port connections, Multi Meter and 110/66 punch down tool.

Key Competencies: Excellent communication and interpersonal skills required. Strong troubleshooting skills a must. Must be able to work autonomously and participate in team activities. Must be customer service oriented. This position works (5) 8 hour days and may require overtime.

Physical Requirements: Must be able to lift and carry up to 50 pounds of IT devices to a height of 3-4 feet. Must be able to bend, kneel, and sit properly to setup IT equipment under and on top of desks in offices and cubicles. Must be able to get on Scissor lifts to access IT equipment 3 stories up.