Help Desk Support Specialist

The IT Site Support Technician is responsible for providing hands-on technical support and maintenance for all IT systems and infrastructure at the Distribution House (DH). This role ensures the smooth operation of end-user devices, network connectivity, and warehouse technology systems critical to daily operations. The technician will serve as the first point of contact for technical operational issues, requests, and upgrade initiatives.

They will be responsible for collaborating with IT Support groups, Applications, and vendor support teams to address all DH technology requirements and incidents.

• Be visible and available to the Operations teams to help answer questions and address issues.
• Respond to support tickets to resolve a wide range of technical issues for DH Operations.
• Provide on-site support for desktops, laptops, mobile devices, printers, audio video, and peripherals.
• Diagnose and triage escalation issues related to hardware, software, network connectivity, and other IT systems, documenting all steps and solutions.
• Assist users with login, application errors, and connectivity problems.
• Manage user accounts, permissions, and access in Active Directory and other enterprise systems.
• Setup, modify, and terminate user accounts within WM and WCS applications.
• Provide "white glove" service for senior management, ensuring prompt resolution of critical issues.
• Train and guide teammates on IT tools and best practices to improve productivity.

• Prepare and configure IT equipment for new hires, including laptops, monitors, phones, and access credentials.
• Provide Day 1 IT orientation and support to ensure a smooth onboarding experience.
• Provide training on the process of logging and escalating tickets within Service Now for supervisors and managers.
• Collaborate with HR and hiring managers to align onboarding timelines.

• Troubleshoot issues for Windows, macOS, iOS and android devices.
• Install and configure workstations, printers, and other peripheral devices.
• Diagnose and repair hardware issues through component replacement and testing.
• Deploy and manage software, including Microsoft Office and proprietary warehouse and maintenance applications.
• Maintain a current IT asset inventory, tracking the status and location of all hardware and software throughout its lifecycle via Service Now.
• This includes laptops, workstations, monitors, terminals, printers (label and document), and mobile RF units.
• Need to track deployment date to age equipment for planned refreshes.

• In the event of reported network access connectivity and performance issues, elevate them to the Network Engineering team as needed, via the Global Service Desk (GSD) and/or the Critical Incident Management (CIM) process dependent on the impact.
• Assist with basic network troubleshooting, such as workstation-level connectivity issues and localized or wide area outages.
• Assist network engineers with physical cabling between switches, routers, and other network devices.
• Assist network engineers with console access into network devices.
• Assist network engineers with power cycling of network devices.
• Coordinate with local maintenance teams to access IDF cabinets that are mounted above floor height, instructing them on what needs to be verified.
• Maintain available network tools such as patch cables, console cables, and adapters needed.
• Collaborate with network engineers on system changes, patches, and security/iOS updates.

• Maintain and support AV systems in meeting rooms and collaboration spaces.
• Troubleshoot video conferencing platforms (e.g., Microsoft Teams) and display equipment.
• Coordinate with vendors or internal AV teams for system upgrades and repairs.
• Monitor and support conference rooms for audio/video performance.
• Ensure proper functioning of video walls, digital signage, and other display systems.

• Maintain and troubleshoot ruggedized hardware used in the warehouse, including RF scanners, and mobile devices.
• Manage and support RF communication hardware, including signal analysis and connectivity across the facility.
• Troubleshoot issues with both label and document printers on the warehouse floor and all-in-one hubs in the back office.
• Function as an onsite liaison assisting with the diagnosing and resolution of warehouse specific systems such as Dematic and WM. This includes:
• Understanding of the issue
• Engagement of vendors if necessary
• Engagement…