Support Tech III

About the position

The Support Tech III, DC provides Tier II technical support for the Distribution Center. This role involves answering incoming calls and emails for IT-related support, performing hardware imaging, deployment, maintenance, and tracking, and managing job requests in teams and personal queues. The technician will document issues, provide desk-side support, assist with AV setups, and train staff on computer systems. Additionally, the role includes partnering with HR for IT resource availability for new hires and completing various project-related duties.

Responsibilities

• Provides Tier II technical and executive support to the Distribution Center.
• Answer incoming calls/emails for IT-related support.
• Perform hardware imaging, deployment, maintenance and tracking.
• Manage and prioritize job (ticket) requests in teams and personal queue.
• 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.

Requirements

• 4-6 years of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent education/training.
• Significant experience troubleshooting PC hardware and software issues.
• IT certifications (A+, Net+, CCENT, Microsoft certs) preferred.
• Ability to provide excellent customer service and maintain a positive, supportive attitude.
• 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 to work efficiently with minimal supervision.
• Ability to quickly diagnose and fix problems.
• Ability to follow through and document issues as well as resolutions.
• Advanced knowledge of Microsoft Windows OS, Mac OS X, Microsoft Office Suite, PC and Apple devices and peripherals, Networking and connectivity, Computer security practices, Android OS.