TECH SERVICES ASSOCIATE I

Reports to: Director Technical Services

About the role

The Technical Services Associate I provides first and second level IT support to over 300 user accounts across the Smart Warehousing employee community, both in person and via remote support tools to assist users at warehouse locations. This role supports the ticket queue within the company's IT service management system and is responsible for managing the hardware lifecycle of IT equipment, including procurement, deployment, and end-of-life recycling. Additional responsibilities include troubleshooting and maintaining Xerox, Canon, and Zebra printer technologies.

Responsibilities

• Resolve Tier 1 and basic Tier 2 IT Help Desk tickets.
• Act as the initial point of contact for technical assistance.
• Manage IT assets and inventory, tracking equipment and users, including purchasing restock.
• Deploy and recall IT equipment as needed, setting up new users and shipping out equipment.
• Create, maintain, and update user accounts in various software platforms.
• Complete basic configuration changes in Smart Warehousing’s inventory management system, SWIMS.
• Troubleshoot and repair IT hardware.
• Follow up via email, phone call, direct message, or other internal avenues in a timely manner to clarify issues and ticket information.
• Travel up to 5% as directed.
• Perform other duties as assigned.

Requirements

• Associate degree or higher in a technology-based discipline, or high school diploma and 2+ years of prior technology or help desk support experience.
• Experience with Microsoft Office 365.
• Ability to lift 50 lbs.
• Experience with troubleshooting hardware (printers, PCs, Chromebooks, tablets, scanners, etc.).
• Strong customer service and communication skills, both verbal and written.
• Experience with remote desktop applications and help desk software.
• Experience in a help desk environment preferred.
• Experience with Windows.
• Flexibility to work a variety of shifts.
• Experience with Mac OS preferred.
• Knowledge of basic networking fundamentals preferred.
• Related technical certifications preferred.

Skills

• Strong organizational and time management skills.
• Strong teamwork orientation.
• Ability to work independently with minimal supervision.
• Good problem-solving, attention to detail, and analytical skills.

Physical or Mental Demands

• Regularly required to see, hear, talk, write, read, stand, walk, and bend over.
• Frequently required to use hands to type, handle, or feel and reach with hands and arms.
• Occasionally required to visit warehouse locations, which may involve lifting, pushing, or pulling up to 20 pounds.
• Occasionally required to sit, climb, balance, drive (vehicle), stoop, kneel, crouch, and/or crawl.