Specialist, DC Technical Support

Job Title

DC Technical Support Specialist

DC Technical Services Manager (Directly) and Director of Technical Services (Indirectly)

• Responsible for the installation and configuration of all infrastructure equipment in the Distribution Center utilizing documented guidelines and procedures, including hardware and software upgrades, RF equipment, Voice Pick equipment, PDT scanners, printers, and all user hardware including telecom equipment.
• Manage and control all access to the computer room to ensure the integrity of the facility while allowing necessary maintenance and upgrades.
• Conduct and maintain an accurate inventory of user hardware, RF, and voice equipment on site using help ticketing software, asset management databases, knowledge bases, and other tools.
• Troubleshoot end‑user and network problems and ensure proper escalation to cross‑functional teams as required.
• Manage DC incidents and requests via Service Now to meet service level agreements (SLA).
• Submit all service requests for new equipment, software, associate moves, adds or changes to the current infrastructure configuration.
• Manage computer‑room inventories and supplies, including spare hardware and peripherals.
• Perform preventative maintenance on all infrastructure equipment, including label printers (Zebra, HP, Canon, etc.) and laser printers.
• Provide on‑the‑job technical training to all DC team members and managers to ensure proper system utilization.
• Assist Operations, Maintenance, Transportation, and other internal teams with any IT‑related issues.
• Collaborate and provide secondary support for other DCs within the network.
• Recommend improvements in procedures that increase facility and staff efficiency related to IT issues and processes.

• Maintain a high level of communication with SSC IT teams, the DC Technical Services team, and your manager of DC Technical Services.
• Maintain an up‑to‑date, accurate inventory and working history within the company’s help ticketing software, asset management databases, and knowledge base.
• Manage the DC’s RF repair program, coordinating equipment repairs or replacements when applicable.
• Place service calls and tickets with support vendors for printers, data center equipment (HVAC, UPS, generator) and PC/Server hardware.
• Develop and maintain a positive rapport with end users to enhance the perception of the IS function.
• Provide evening and weekend coverage to manage special needs, procedures, and emergencies as appropriate.
• Assist the DC Technical Services Manager and the Director of Technical Services with special projects as assigned.

• Education:
  
  Associate’s degree in Computer Science, MIS, or related field, or equivalent experience.
• Experience:
  
  Minimum of three years supporting end users with hardware and software, including procedural problems, in a network environment.
• Licensure/
  
  Certifications:
  
  Preferred (but not required) CompTIA A+; additional preferred certifications include CompTIA IT Fundamentals+ (ITF+), Network+, Security+, Linux+, Microsoft MCP, MTA, MCSA, MCSE, Cisco CCT, CCNA.
• Software Tools Knowledge: SNOW ticketing system, Microsoft Server OS, File Zilla, Wireshark, Microsoft Office products, Active Directory, domain computer joining, PuTTY, KiTTY, iOS, Linux, Hyper‑V, VMWare, SSMS, DHCP, static IP, networking protocols, VoIP applications, file‑share permissions, Zabbix, SCOM monitoring tools, APC & Vertiv Geist IT environmental monitoring tools, and imaging processes for PC, AP, switches, routers, RF & voice equipment.
• Hardware Tools Knowledge:
  Crimping RJ11 and RJ45 cables, wire‑mapper, wireless air check, USB‑to‑serial cable management, multimeter, and 110/66 punch‑down tool.
• Key
  
  Competencies:
  
  Excellent communication and interpersonal skills; strong troubleshooting skills; ability to work autonomously and participate in team activities; customer‑service orientation; 5‑day, 8‑hour schedule with possible overtime.
• Physical Requirements:
  
  Lift and carry up to 50 pounds of IT devices to a height of 3–4 feet; bend, kneel, and sit properly to set up IT equipment; access IT equipment up to three stories using scissor lifts.

Full time

500 Volvo Parkway, Chesapeake, Virginia 23320

Dollar Tree – IT Services