System Support Specialist I

Position Summary

The System Support Specialist I serves as the Level 1 (L1) front-line support function for ODW. This role is responsible for intake, triage, and resolution of end user requests, while ensuring equipment is configured and staged for deployment across field locations. This position plays a critical role in maintaining operational continuity by preparing end-user technology at scale, supporting new site launches, moves, and ongoing operational needs.

Essential Functions

• Serve as the first point of contact (L1) for all incoming IT service requests and incidents.
• Perform initial triage, troubleshooting, and resolution of tickets within defined ServiceNow queues.
• Resolve common end-user issues related to hardware, software, access, and connectivity.
• Escalate issues appropriately when required, with clear documentation.
• Maintain timely communication with users regarding ticket status and expected resolution.
• Prepare, configure, and stage equipment for deployment to field locations, including:
• Laptops, desktops, RF devices, printers, and warehouse technology
• Execute standard build and configuration processes for new equipment
• Work with Service Desk and Infrastructure teams to ensure readiness for go-live events
• Support end user software including:
• Microsoft Office / O365
• WMS access/setup
• Print configurations
• Multi-factor authentication (DUO)
• Manage ServiceNow queue with focus on:
• First-contact resolution
• Accurate categorization and prioritization
• Track equipment throughout the full lifecycle:
• Receiving → Staging → Deployment Preparation → Repair → Retirement
• Protects organizations' value by keeping information confidential.

Required Education and Experience

• 1+ years Helpdesk / Desktop Support experience
• HS Diploma, GEDA++ Certification (or comparable experience)
• Preferred IT related Certifications
• CompTIA Certifications
• Knowledge of computer software and hardware
• Knowledge of data communications
• Desktop OS Support, Problem Solving, Multi-tasking, Quality Focus, Coordination, Technical Understanding, Quick Study
• Experience with Microsoft Windows
• Experience with HP LaserJet printers
• Experience with RF Scanners
• Experience with Zebra Printers

Minimum Physical Requirements

• Sitting at a computer and typing frequently
• Standing, walking, bending, squatting/kneeling, twisting/turning, climbing, reaching will occur frequently
• Must be able to lift up to 50 lbs

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, success profile characteristics or qualifications required of employees assigned to this job. Management retains the discretion to add to or change the duties of the position at any time.