Specialist, Technical Support

DC Technical Support Specialist

Job Title:

DC Technical Support Specialist

Reports to: 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). This position works independently to support the overall infrastructure to include all Windows 11 desktops, WAN/LAN routing, servers, mobile PDT devices, and telecommunications while supporting the DC Technical Services Manager for other projects and support needs. Direct on‑site support is provided to all local DC Operations users, including new user account setups, IS requests, account/password administration, and end‑user network issues.

• Install and configure 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, telecom equipment, and user hardware.
• Manage and control all access to the computer room to ensure facility integrity while allowing necessary maintenance and upgrades.
• 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.
• 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.
• Maintain computer room inventories and supplies, including spare hardware and peripherals.
• Perform preventative maintenance on all infrastructure equipment, including label printers, laser printers, etc.
• Provide on‑the‑job technical training to all DC team members and managers to ensure proper system usage.
• Assist operations, maintenance, transportation and other internal teams with any IT related issues.
• Provide secondary support for other DCs within the network.
• Recommend process improvements that increase the efficiency of the facility and staff in relation to IT issues and processes.

• Maintain high‑level communication with the SSC IT teams, the DC Technical Services team, and the DC Technical Services Manager.
• Keep an up‑to‑date and accurate inventory and work history within help ticketing software, asset management databases, and knowledge base.
• Manage the DC’s RF repair program, ensuring equipment is fixed and replaced when applicable.
• Place service calls or 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 with special projects as assigned.
• Assist 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. Must support end‑user devices in a network environment.
• Licensure/
  
  Certifications:
  
  Preferred but not required:
  CompTIA A+, IT Fundamentals+ (ITF+), Network+, Security+, Linux+, Microsoft MCP, MTA, MCSA, MCSE, Cisco CCT, CCNA.
• Software Tool Sets:
  Preferred knowledge of SNOW ticketing system, Microsoft Server OS, File Zilla, Wireshark, Microsoft Office, Active Directory, domain joining, Putty, Kitty, iOS, Linux, Hyper‑V, VMWare, SSMS, DHCP, static IP, networking protocols, VIOP applications, file share permissions, Zabbix, SCOM, APC & Vertiv Geist, and imaging tools.
• Hardware Tool Sets:
  Knowledge of crimping RJ11/RJ45 cables, wire mapper, wireless air check, USB‑to‑serial cable management, multimeter, punch‑down tool.
• Key
  
  Competencies:
  
  Excellent communication and interpersonal skills; strong troubleshooting skills; autonomous work ability; team participation; customer‑service orientation; 8‑hour days with potential overtime.
• Physical Requirements:
  
  Able to lift and carry up to 50 pounds, reach 3–4 feet, bend, kneel, sit fully to set up equipment, and use scissor lifts to access equipment up to three stories high.

Full‑time position.

1800 Family Dollar Pkwy, West Memphis, Arkansas

IT Services – Dollar Tree