Desktop Support Technician

About the role

Simon & Schuster was named to Forbes magazine list of America's Best Mid-Size Employers 2022. Simon & Schuster is a global leader in general interest publishing, dedicated to providing the best in fiction and nonfiction for readers of all ages, and in all printed, digital and audio formats. Its distinguished roster of authors includes many of the world's most popular and widely recognized writers, and winners of the most prestigious literary honors and awards. It is home to numerous well-known imprints and divisions such as Simon & Schuster, Scribner, Atria Books, Gallery Books, Pocket Books, Adams Media, Simon & Schuster Children's Publishing and Simon & Schuster Audio and international companies in Australia, Canada, India and the United Kingdom, and proudly brings the works of its authors to readers in more than 200 countries and territories. For more information visit our website at www.simonandschuster.com. The Warehouse Technology Support Specialist is the on-site technology point of contact for Simon & Schuster's Jackson warehouse. This hands-on role supports the technology that keeps warehouse operations moving, including shared PCs, kiosks, static and RF workstations, operational printers, and packing and shipping print workflows. The Specialist works directly with warehouse leadership and central IT teams to assess operational impact, resolve common issues on site, support approved equipment and infrastructure work, and confirm that employees can resume work after an incident or scheduled change. This full-time, on-site role is based in an active warehouse environment. The successful candidate must be comfortable walking throughout the facility, working around active operations, moving or staging standard IT equipment, and entering approved equipment, support, and storage areas while following company safety requirements. There may be occasional travel to either our other distribution facility in New Jersey or our corporate office in New York.

Responsibilities

• Serve as the visible, dependable on-site technology contact for warehouse leaders and employees, prioritizing incidents according to their impact on warehouse operations.
• Diagnose, repair, replace, and validate shared Windows workstations, kiosks, printers, monitors, docks, peripherals, and approved warehouse technology.
• Support packing and shipping print workflows through hands-on troubleshooting, local printer checks, and validation of packing-list and label output before escalating application or network issues.
• Stage, deploy, recover, ship, and track employee and shared devices for new hires, replacements, onboarding needs, and approved site projects.
• Provide first-level support for Windows 11, Microsoft 365, basic account access, MFA, and shared-device login issues; route identity, security, and account-administration work to the appropriate central IT team.
• Assess wired, wireless, and RF connectivity symptoms, capture location and device details, document operational impact, and coordinate escalation to Network Engineering.
• Perform approved on-site physical support under direction from central IT teams, including equipment checks and installations, troubleshooting, console access, device reboots, port identification, cable tracing, directed port or cable changes, and physical validation.
• Support approved maintenance, deployments, migrations, and recovery activities by communicating local impact and validating that warehouse employees can resume work.
• Maintain accurate asset, location, ownership, and status records for site technology, and keep service tickets current with impact, troubleshooting, equipment details, escalation, and resolution information.
• Communicate incidents, workarounds, planned changes, and restoration clearly to warehouse leaders and employees.
• Identify recurring technology issues and readiness gaps, and recommend practical, evidence-based improvements to IT leadership.
• Follow security, safety, access, asset-handling, and change-management requirements in warehouse, office, and designated equipment areas.