Technical Support Specialist - Distribution Center

Dollar Tree - Cowpens, SC

Full-time - Entry Level

Cowpens, SC

General Merchandise Retailers

About the position

The Technical Support Specialist at Dollar Tree's Distribution Center is responsible for the daily operations support and administration of the computing infrastructure. This role involves independent support for Windows 10 desktops, WAN/LAN routing, servers, and telecommunications, while also providing direct on-site support for local DC operations users. The specialist will manage incidents and requests, conduct hardware installations, and ensure the integrity of the facility's IT systems.

Responsibilities

• Install and configure all infrastructure equipment in the DC following documented guidelines and procedures.
• Manage computer room inventories and supplies, including forms and printer ribbons.
• Handle DC incidents and requests via ServiceNow to meet service level agreements (SLA).
• Control access to the computer room to maintain facility integrity during maintenance and upgrades.
• Maintain an accurate inventory of user hardware and RF/Voice equipment on the DC IT Tech Services SharePoint site.
• Troubleshoot end user and network incidents, tracking them in ServiceNow.
• Monitor, document, and track system backups as per SSC IT storage team requirements.
• Maintain system policies, knowledge base documents, and runbooks according to IS Staff processes.
• Submit service requests for new equipment, software, and changes to infrastructure configuration.
• Perform preventative maintenance on all infrastructure equipment, including printers.
• Provide training to team members on printing labels and processing order files.
• Offer on-the-job technical training to DC team members and managers.
• Assist the Maintenance and OPS team with IT-related sortation system issues.
• Support DC construction projects and provide technical assistance to field offices and stores.
• Collaborate and provide secondary support for other DCs within the network.
• Recommend improvements in procedures to enhance efficiency regarding IT-related issues.

Requirements

• Associate degree in computer science, MIS, or related field, or equivalent experience.
• Minimum of 3 years experience in supporting end users with hardware and software in a network environment.
• Certifications: CompTIA A+ required; preferred certifications include CompTIA IT Fundamentals+, Network+, Security+, Linux+, Microsoft MCP, MTA, MCSA, MCSE, Cisco CCT, CCNA.
• Knowledge of SNOW ticketing system, Microsoft Server O/S, FileZilla, Wireshark, Microsoft Office, Active Directory, and various networking protocols.

Nice-to-haves

• Experience with Hyper-V, VMWare, SSMS, DHCP, Static IP, VIOP applications, and environmental monitoring tools like APC & Vertiv Geist.
• Familiarity with crimping RJ11 and RJ45 cables, wire mapping, and using tools like Multi Meter and punch down tools.

Benefits

• Health insurance
• 401k retirement plan
• Paid holidays
• Paid time off
• Employee discounts