Specialist, Technical Support

Distribution Center It Technical Services Specialist

The Distribution Center IT Technical Services 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 10 desktops, WAN/LAN routing, servers, portable data terminal (PDT) devices, and telecommunications while reporting to the DC Technical Services Manager for other projects. 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 equipment in the DC utilizing documented guidelines and procedures. This will include hardware and software upgrades, RF equipment, Voice Pick equipment, PDT scanners, and all user hardware including telecom equipment.
• Manage the computer room inventories and supplies including necessary forms, labels, and printer ribbon inventories.
• Manage DC incidents and requests via ServiceNow to ensure service level agreements (SLA) are met.
• Work with necessary teams on managing and controlling all access to the computer room to ensure the integrity of the facility while allowing necessary maintenance and upgrades to be completed.
• Conduct and maintain an accurate inventory of user hardware, RF, and Voice equipment onsite on DC IT Tech Services SharePoint site spreadsheet to be reviewed by DC Technical Services Managers for annual review.
• Responsible for troubleshooting end user and network incidents in the DC and placing incidents into ServiceNow to track, resolve, and report on.
• Responsible for monitoring, coordinating, documenting, and tracking system backups per SSC IT storage team.
• Maintain accurate system policies/procedures, knowledge base documents, and runbooks according to the processes developed by the IS Staff at the Store Support Center.
• Responsible for submission of all service requests into ServiceNow for new equipment, software, associate moves, adds or changes to our current infrastructure configuration.
• Perform preventative maintenance on all infrastructure equipment to include all label printers (Zebras and Oce/SATO), laser printers, etc.
• Assist and provide training to Team Members printing labels and processing order files and allocations where required.
• Provides on-the-job technical training to all DC Team Members and Managers to ensure systems are utilized properly.
• Assist the Maintenance and OPS team with any IT related sortation system issues.
• Provide support to DC construction projects, any field offices, and stores needing technical assistance.
• 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 regard to IT related technical issues and processes.

Other Responsibilities:

• Maintain a high level of communication with the SSC IS team, the DC Technical Services team, and your Manager of DC Technical Services.
• Attend monthly 1-on-1 meetings with DC Tech Services Managers to discuss upcoming projects and initiatives and provide a report to the Manager of DC Technical Services on the progress of the current projects and issues that are currently underway.
• Manage the DC's RF, Voice, and end user equipment repair program in getting the equipment fixed and replaced when applicable using vendor portals.
• 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.

Minimum Qualifications:

• Education: Associate 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 devices in a network environment.
• Licensure/Certifications: One or more of the following certifications will be 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.