Support Tech III

About the position

The Support Tech III, DC provides Tier II technical support for the Distribution Center. This role involves providing technical and executive support, answering incoming calls/emails for IT-related support, performing hardware imaging, deployment, maintenance, and tracking, and managing job requests. The position also includes desk-side support, AV setup assistance, and training staff on computer systems.

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.
• Consistently manage and prioritize job (ticket) requests in teams and personal queue.
• Clearly 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 and energy to work on multiple concurrent projects and switch focus as necessary.
• 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.

Benefits

• Comprehensive benefits package designed to support health and well-being, life balance, career growth, and retirement.