IT Support Analyst I

Essential Duties And Responsibilities

• Provide onsite, phone, and remote end user support for Windows, Apple, and Android based systems in a DC and warehouse environment
• Support warehouse and office IT equipment including desktops, laptops, tablets, RF guns, handheld scanners, printers, IP phones, cabling, and other peripherals
• Install, deploy, troubleshoot, repair, and replace IT equipment as needed within the DC
• Perform hardware refreshes, break fix repairs, and imaging of devices used in warehouse operations
• Aid with setup and teardown of IT equipment for warehouse projects, staging areas, and operational initiatives
• Utilize the ServiceNow ticketing system to create, update, triage, and escalate incidents and service requests
• Investigate and troubleshoot operating systems, applications, peripherals, and connectivity issues
• Provide basic network printing and barcode scanner support critical to warehouse workflows
• Maintain accurate asset inventory and ensure proper tracking of equipment assigned to the DC
• Oversee the lifecycle of workstation hardware from procurement to disposal ensuring that all equipment is tracked, secure & cost effective
• Travel to other locations in North America as needed
• Perform other related duties as assigned

PM Shift Emphasis

• Hardware refreshes, repairs, imaging, preventative maintenance, and structured technical tasks during periods of reduced warehouse activity
• User account provisioning and deprovisioning, including new hire and termination account creation and removal
• Ensure systems and equipment are prepared for the following business day

WORKING RELATIONSHIPS AND OVERSIGHT

• Reports directly to the IT Support Supervisor / Manager within the Technology Service Center and is part of the corporate IT support organization
• Works closely with DC leadership and management on daily operational needs, projects, and issue resolution
• Navigates a dual support environment by balancing direction from corporate IT while collaborating with DC management to address onsite technology needs
• Escalates to IT leadership for guidance and decision making when questions arise regarding priority, scope, security, or appropriateness of work requests

KNOWLEDGE, SKILLS, And/or ABILITIES

• Strong troubleshooting and analytical skills with the ability to diagnose root causes and recommend appropriate solutions
• Working knowledge of end user computing, hardware, and systems in a warehouse environment
• Willingness and demonstrated ability to learn and grow skills in networking, server, and system administration
• Proficiency with Microsoft Office applications, including Outlook, Excel, Word, and Teams, with the ability to use these tools for communication, documentation, and basic analysis
• Ability to quickly become proficient in proprietary and warehouse specific systems and applications
• Excellent written and verbal communication skills with the ability to interact professionally with technical and non-technical audiences
• Ability to follow documented processes and procedures with guidance while exercising sound judgment when escalation is required
• Strong customer service mindset with a collaborative team player approach
• Meticulous attention to detail, particularly with asset tracking, documentation, and account related tasks
• Willingness and ability to learn new technologies and continuously improve technical knowledge

EDUCATION And/or EXPERIENCE

• Education: One year Certificate from College or Technical School; or six months to one year related experience
• Experience: 1-2 years of impeccable customer service experience
• 1-2 years of help desk or technical support experience