SUMMARY

Technology Service Center (TSC) responsibilities include:Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide phone support, onsite, and remote end-user client support (Windows).
• Provide equipment and cabling support, onsite and at our Distribution Centers.
• Install and teardown IT equipment as needed onsite and at our Distribution Centers.
• Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
• Investigate and troubleshoot applications, operating systems and peripherals.
• Deploy and maintain computer, IP phone, scanner, and other peripherals.
• Basic network printing support.
• Build, maintain, and image desktop hardware and replace or upgrade legacy hardware.
• Test new applications and operating systems for compatibility.
• Ensure the asset management library is accurate.
• Assist with boxing and shipping of equipment.
• Other responsibilities as assigned.
• Travel to DCs as needed.

ADDITIONAL DUTIES

• Must work in other areas, as needed for cross training and/or workload.
• Other related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibility.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS, and/or ABILITIES

• Strong analytical skills, will require an extended knowledge of Microsoft Excel and/or other analytical software.
• Keen desire to learn & increase knowledge in network, server, & system administration.
• Strong troubleshooting skills including ability to diagnose root-cause and offer solutions.
• Ability to quickly become proficient in proprietary applications.
• Excellent written and verbal communication skills.
• Follow a process or procedures with guidance or instruction.
• Team-player attitude.
• Meticulous attention to detail.
• Willingness and ability to learn new technologies.

EDUCATION and/or EXPERIENCE

• Education
• One year Certificate from College or Technical School; or six to one year related experience and/or training or equivalent combination of education and experience.
• Experience
• 1-2 years of impeccable customer service experience
• 1-2 years of help desk or technical support experience

WORK SCHEDULE

Fulltime position (40 hours a week), Overtime, Weekends, Holidays, Trainings as required.Required onsite support for our Distribution Centers possibly on a daily basis.

LANGUAGE SKILLS

• Ability to read, write, and speak English.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence and/or complete employment forms.

MATHEMATICAL SKILLS

Ability to add subtract, multiply, and divide in all units of measure, using whole numbers.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram formats.

CERTIFICATES, LICENSES, REGISTRATIONS

Post hire certifications may be required to gain knowledge needed to stay current in field.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers, reach with arms, talk and hear.The employee will frequently be required to stoop, kneel and crouch.The employee may frequently lift and/or move up to 50 pounds.Specific vision abilities required by this position include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is seated in a cubicle environment and is exposed to fluorescent lighting, background noise, and computer monitors. Warehouse environment as needed.