Specialist, DC Technical Support

Job Title

DC Technical Support Specialist

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

The DC Technical Support Specialist is responsible for the daily operations support and administration of computing infrastructure at the Distribution Centers (DC). The position works independently to support the overall infrastructure, including all Windows 11 desktops, WAN/LAN routing, servers, mobile PDT devices, and telecommunications, while reporting to the DC Technical Services Manager for other projects and support needs. Direct on-site support for all local DC Operations users;

this includes new user account setups, IS requests, account/password administration, and end‑user network issues.

• Installation and configuration of all infrastructure equipment in the Distribution Center using 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 access to the computer room to ensure facility integrity while allowing necessary maintenance and upgrades.
• Conduct and maintain an accurate inventory of user hardware, RF and Voice equipment onsite 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 support and 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 such as label printers (Zebra, HP, Canon, etc.) and laser printers.
• Provide on‑the‑job technical training to all DC team members and managers to ensure systems are used properly.
• Assist Operations, Maintenance, Transportation, and other internal teams with any IT‑related issues.
• Collaborate and provide secondary support for other DCs within the network.
• Proactively recommend improvements in procedures that will increase the efficiency of the facility and staff members regarding IT‑related technical issues and processes.

• Maintain a high level of communication with the SSC IT teams, the DC Technical Services team, and your Manager of DC Technical Services.
• Keep an up‑to‑date and accurate inventory and working history within the company's help‑ticketing software, asset management databases, knowledge base, etc.
• Manage the DC's RF repair program to get equipment fixed and replaced when applicable.
• Place service calls/tickets with support vendors for printers, data center equipment (HVAC, UPS, and generator) and PC/server hardware.
• Develop and maintain an ongoing 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 with special projects that may be assigned.
• Assist the Director of Technical Services with special projects that may be assigned.

• Education:
  
  Associate’s degree in computer science, MIS or related field, or equivalent experience.
• Experience:
  
  Minimum of 3 years supporting end users with hardware and software, including procedural problems, in a network environment.
• Licensure/
  
  Certifications:
  
  Preferred (but not required) certifications such as CompTIA A+, CompTIA IT Fundamentals+ (ITF+), Network+, Security+, Linux+, Microsoft MCP, MTA, MCSA, MCSE, Cisco CCT, CCNA.
• Software Tools:
  Preferred knowledge of SNOW ticketing system, Microsoft Server operating systems, File Zilla, Wireshark, Microsoft Office, Active Directory, joining computers to the domain, PuTTY, Kitty, iOS, Linux, Hyper‑V, VMWare, SSMS, DHCP, static IP, networking protocols, VoIP applications, file share permissions, Zabbix, SCOM, APC & Vertiv Geist IT environmental monitoring tools, and various imaging…