Lead IT Support Specialist Fulfillment Center

About This Role

Lead IT Support initiatives in a fulfillment center, responsible for the installation, upgrades, troubleshooting, and repair of various hardware and software systems, and provide technical guidance to less experienced support staff.

Responsibilities

• Lead installation, upgrades, troubleshooting, and repair of hardware and software on desktop PCs, printers, PC hardware systems, PC networks, LAN, and RF devices
• Utilize tracking software to track and monitor the resolution of issues and open tickets
• Support area processes and interface requirements
• Reset equipment or apply solutions to quickly resolve problems
• Resolve complex issues and escalated issues from less experienced support staff
• Identify and document fault patterns over time and involve other engineering resources or vendors to develop permanent fixes
• Manage and plan workload within the area of responsibility, performing audits and reporting on task completion
• Maintain and troubleshoot proprietary material handling software and systems from vendors
• Collaborate with customers and advise about technical issues, answering complex questions regarding PC/printer software/hardware and making IT recommendations
• Identify and determine likely reasons for problematic causes, preparing documentation and communication for problem elimination and efficient fixes
• Troubleshoot second and third-level support for problems experienced by production equipment
• Partner cross-functionally to resolve issues
• Order and maintain inventory supply (labels, report/copy paper, toner cartridges, spare cables, networking equipment, legacy equipment, PC peripherals & accessories)
• Lift and transport PCs, monitors, terminals, and printers for deployment and repair

Requirements

• High School/GED
• At least 2 years of experience in an IT customer-facing and/or technical support role
• Experience with equipment including printers, terminals, PCs, RF communication hardware
• Experience with Microsoft Windows operating system, MSOffice Suite (Word, Excel, PowerPoint), Internet Explorer
• Experience following processes, recommending improvements, translating technical terms to non-technical users, solving technical problems and working in a team environment
• Knowledge of network infrastructure & server hardware/software (Windows Server, Unix/AIX, iSeries/AS400, vSphere/VMWare)

Qualifications

• High School/GED
• At least 2 years of experience in an IT customer-facing and/or technical support role.

Nice to Have

• Bachelor’s degree
• Certificate in Network Plus, Microsoft, Cisco or CompTIA
• Experience at a distribution center or manufacturing environment
• Knowledge of coding and/or programming (Visual Basic, HTML, PHP, ASP)
• Experience building and maintaining databases (Web, Access and SQL)
• Experience coordinating service requests with appropriate IT team
• Experience working independently and as part of a cross-functional technical team

Skills

* Required skills