Support Tech II - 9a-5:30p
About The Position
At SanMar, the work you do makes a difference. What's the Short Version? The Support Tech II, DC provides Tier I and Tier II technical support for the Distribution Center. What Will You Be Doing? · Answer incoming calls/emails for IT-related support. · 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
- 1-3 years of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent education/training
- Experience troubleshooting PC hardware and software issues.
- Ability to provide excellent customer service and maintain a positive, supportive attitude towards the company, job, customers, and co-workers.
- Must create a high level of user satisfaction through accurate and timely follow up, strong technical skills, good customer communication, and relationship building.
- 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.
- Proficient knowledge of: Microsoft Windows OS, Mac OS X, and Microsoft Office Suite; PC and Apple devices and peripherals; Microsoft Windows and Microsoft Office; basic networking and connectivity; basic computer security practices; Android OS
- Ability to quickly diagnose and fix problems.
- Ability to follow through and document issues as well as resolutions.
- Occasional after-hours and weekend work may be required
Nice To Haves
- IT certifications (A+, Net+, CCENT, Microsoft certs) preferred
Responsibilities
- Answer incoming calls/emails for IT-related support.
- 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.
Benefits
- Comprehensive medical, dental, and vision benefits
- 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle
- Life insurance
- Short/long-term disability coverage
- Paid maternity/paternity leave
- Pet insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
