Tech Services Associate

Reports To: Director Technical Services

POSITION SUMMARY: 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 to include procurement, deployment, and end of life recycling.

Additional responsibilities include but not limited to troubleshooting and maintaining Xerox, Canon, and Zebra printer technologies.

• Responsible for resolving Tier 1 & basic Tier 2 IT Help Desk tickets.
• Acts as initial point of contact for technical assistance.
• Supports the management of IT assets and inventory, tracking equipment and users, including purchasing restock.
• Deploys and recalls IT equipment as needed, setting up new users and shipping out equipment.
• Creates, maintains, and updates user accounts in various software platforms.
• Completes basic configuration changes in Smart Warehousing’s inventory management system, SWIMS.
• Troubleshoots and repairs IT hardware.
• Follow up via email, phone call, direct message, or other internal avenue in a timely manner to clarify issues and ticket information.
• Ability to travel up to 5% as directed.
• Onsite Position
• Other duties as assigned.

• Associates degree or higher in 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.

• 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.

While performing the duties of this position the employee is regularly required to see, hear, talk, write, read, stand, walk, bend over, and be alert at all times. The employee is frequently required to use hands to type, handle or feel and reach with hands and arms. While infrequent, employee may need to visit warehouse locations in which employee may need to lift, push, and pull up to 20 pounds.

The employee is occasionally required to sit, climb, balance, drive (vehicle), stoop, kneel, crouch and/or crawl.