Desktop Support Analyst – Warehouse Operations

Penguin Random House is the leading adult and children's publishing house in North America, the United Kingdom, and many other regions around the world. In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution. Our vibrant and diverse international community of nearly 250 publishing brands and imprints includes Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children's Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others. More information can be found at http://www.penguinrandomhouse.com/.

The Desktop Support Analyst provides hands-on technology support for a high-volume warehouse and distribution operation. This role supports the technology used throughout the facility—from standard Windows desktops and laptops to shared workstations, warehouse kiosks, RF handheld devices and scanners, mobile devices, printers, and other technology critical to day-to-day warehouse operations.

This is a highly hands-on and customer-focused position. The Analyst regularly works directly with employees and equipment throughout the warehouse, troubleshooting issues where they occur and helping minimize technology-related disruptions to operations. Strong customer service is essential to this role, including the ability to listen, communicate clearly, remain patient, and provide a positive support experience for employees with varying levels of technical knowledge. The role also partners with network, infrastructure, application, and other IT teams when issues require additional expertise or escalation.

We recognize that candidates may bring different combinations of technical experience to the role and value strong customer service, curiosity, and a willingness to learn new technologies.

Key Responsibilities

• Provide onsite technical support for warehouse, operations, maintenance, and administrative employees across multiple shifts, prioritizing issues based on business and operational impact.
• Install, configure, troubleshoot, repair, replace, and deploy Windows workstations, kiosks, monitors, peripherals, and related equipment, including equipment moves and technology refresh activities.
• Support warehouse and mobile technology, including RF handhelds, barcode scanners, mobile computers, mobile devices (Android and iOS), operational devices, and network, thermal, and label printers.
• Support Microsoft 365, Outlook, Teams, internal and web applications, wired and wireless connectivity, basic network patching, and related end-user technology.
• Support conference room technology, including Cisco audio/video systems and routine monthly room checks; coordinate with internal IT teams and vendors, escalating critical issues and maintaining ownership through resolution.
• Support employee onboarding/offboarding; document incidents and requests in ServiceNow; receive, inventory, track, and maintain IT equipment and technology assets.

Provide occasional after-hours support as business needs require and participate in an on-call support rotation as assigned.

• 3 years of desktop, end-user, field, or technical support experience, or an equivalent combination of education and relevant experience.
• Strong hands-on experience supporting Windows desktops, laptops, hardware, peripherals, printers, mobile devices, Microsoft 365, and common enterprise applications.
• Working knowledge of wired and wireless networking, including connectivity troubleshooting and basic network patching.
• Strong troubleshooting skills with the ability to diagnose hardware, software, device, and connectivity issues, investigate unfamiliar problems, and engage appropriate resources when needed.
• Excellent customer-service and interpersonal skills, with the ability to communicate effectively with employees of varying levels of technical knowledge.
• Ability to prioritize issues based on operational impact, work independently in a fast-paced environment, and collaborate effectively with local and remote IT teams.
• Professional, dependable, and comfortable providing hands-on support throughout a warehouse environment.

Preferred Qualifications

• Previous technology support experience in a warehouse, distribution center, manufacturing, logistics, or similar operational environment.

Experience supporting warehouse technologies such as RF handhelds, barcode scanners, mobile computers, and thermal, barcode, label, Zebra, or Printronix printers.

Additional Role Details and Requirements

• This is a 100% onsite role based in a warehouse/distribution environment and provides hands-on support throughout warehouse floors, shared workstations, kiosks, offices, and other operational areas.
• Requires regular walking throughout the facility and the ability to connect, disconnect, move, and install computers, peripherals, cabling, and other technology equipment weighing up to 50 pounds, with or without reasonable accommodation.

Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.

You can contact the company’s Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found here.

We value the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

All your information will be kept confidential according to EEO guidelines.

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