Solutions Desk Analyst​/DC Specialist

Solutions Desk Analyst / DC Specialist

The Solutions Desk Analyst / DC Specialist serves as the first point of contact for all end users, including but not limited to Store locations, Field Teams, Home Office, and Distribution Center staff, while serving as the dedicated on-site IT resource for the Distribution Center.

To provide a world class customer experience for the End User by supporting the organization in all IT related issues, with specialized ownership of Distribution Center systems, hardware, and fulfillment operations.

Core Responsibilities:

• Deliver a World Class Customer Experience.
• Provide technical support for the End User Tower — resolving common hardware, software, or network related issues through diagnosis, troubleshooting, solutions, and documentation.
• Provide Stores world class IT support regarding POS, peripherals, LAN, WAN, mobile, web-based applications, or any other issues Stores need to support our customer.
• Provide Home Office and Distribution Center world class IT support regarding hardware, phones, network, application, and web-based applications.
• Configure computer and telecommunications equipment and repair as needed.
• Answer phone calls and respond to voice mails.
• Handle IT related incidents through a ticket queue management system, driving tickets to resolution with urgency, efficiency, and accuracy.
• Handle walk-up customers at the IT Service Desk location at Home Office.
• Documentation — create new IT procedures, maintain/update existing Standard Operating Procedures, and keep ticket history notes.
• Escalation of high-level incidents to appropriate teams with urgency, ownership, and follow-through.
• Familiarize with the people, process, operating framework, and technology of the organization.
• Provide World Class support during business hours for Stores, Home Office, and Distribution Center teams.

Distribution Center Specialization:

• Serves as the primary on-site IT point of contact for our Distribution Centers, supporting DC associates, teams and management.
• Supports and troubleshoots DC warehouse-automation and fulfillment systems — including Dematic, Web/Platform fulfillment stations and production label printers — diagnosing issues such as label-printing errors and restoring shipping operations with urgency.
• Owns the DC hardware lifecycle — evaluating and modernizing DC workstations, diagnosing and replacing end-user devices, maintaining loaner inventory, and configuring peripherals.
• Provides IT support for DC hiring events and new-hire onboarding, including workstation and mobile-device setup for the onboarding process (e.g., ADP onboarding).
• Partners with DC operations, Application Support and Infrastructure Support teams, configure and deploy approved software to warehouse machines.
• Manages DC and New Store Hardware - Maintains DC technology inventory and collaborates on new store deployments with coordinating procurement, staging, tracking, and deployment activities.

Attributes:

• Positive, adaptable, and solution-oriented.
• Customer-experience focused.
• Aggressive, competitive, committed, energetic.
• Natural problem solver who differentiates where in the technology stack an incident occurs.
• Self-motivated team player and multitasker.
• Calm, patient, and empathetic, with a high degree of emotional intelligence.
• Urgent, with strong attention to detail.
• Passion for technology and a curious, active self-learner.
• Willingness to step outside of your comfort zone.
• Flexible schedule with the ability to work during operating hours including evenings, weekends, and holidays.
• Available to support the business in a rotating 24/7 on-call environment.
• Comfortable working on the floor of a fast-paced distribution/fulfillment environment.
• Builds strong partnerships with DC operations leadership and external systems vendors.

Skills:

• Communication — listening, writing, verbal, non-verbal, and questioning.
• Knowledge — technical, business, and ITSM (useful).
• Customer service experience.
• Troubleshooting and problem solving.
• Time management and personal organization.
• Familiarity with warehouse management / order management systems (WMS/OMS).
• Vendor coordination and escalation management.

Preferred Qualifications &

Experience:…