Lead IT Support Specialist Fulfillment Center

Job Summary:



Responsible for installation, upgrades, troubleshooting and repair of hardware and software on or related to desktop pc’s, printers, pc hardware systems, pc networks, LAN and RF devices.  Handles escalated issues from the team and scheduling of work and provides support of manager tasks as needed.



Job Responsibilities:

• Leads installation, upgrades, troubleshooting and repair of hardware and software on or related to desktop pc’s, printers, pc hardware systems, pc networks, LAN and RF devices.  Such as:
  • Utilizing tracking software to track and monitor the resolution of issues and/or open tickets.
  • Supporting area processes and interface requirements
  • Resetting equipment or applying solutions to quickly resolve problems
  • Resolves complex issues. Resolves escalated issues from less experienced support staff.
  • Identifies and documents fault patterns over a period of time and involve other engineering or other technical resources in the IT function or the vendor community to develop permanent fixes.         
• Accountable for managing and planning of workload within the area of responsibility. Performs audits and reports on task completion and/or non-completion. May put plans in place in order to accomplish non-completed items as efficiently as possible.
• Maintains and troubleshoots proprietary material handling software and systems from vendors such as needed.
• Collaborates with customers and advises about technical issues. Answers complex questions regarding PC/printer software/hardware issues, and makes IT recommendations.
• Identifies and determines likely reasons for problematic causes. Prepares accurate documentation and communication to facilitate elimination of problems and to create efficient fixes.  Troubleshoots second and third level support for any problems experienced by production equipment.  May make decisions on when outside technical helps needs to be contacted and called onsite for fixes.
• Partners cross functionally to resolve issues.   
• Orders and maintains inventories supply (labels, report/copy paper, toner cartridges, spare cables, networking equipment, legacy equipment, PC peripherals & accessories, etc).
• May lift and transports PC’s, monitors, terminals and printers for deployment as well as repair.  

• High School/GED and at least 2 years of experience in an IT customer-facing and/or technical support role.
• Experience with equipment pieces, including printers, terminals, PCs, RF communication hardware, etc.   
• Experience with various softwares, such as 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, such as: Windows Server, Unix/AIX, iSeries/AS400, vSphere/VMWare.
• Hours of support may require weekend, holiday and/ or off-hours shift coverage.
• Willing to travel up to 10% of the time for business purposes (within state and out of state).