Information Technology Support Specialist

• n:The IT Specialist (Contractor) provides frontline technical support for corporate infrastructure and enterprise application
• s.This role supplements internal IT teams by delivering hands-on and remote technical support to internal customers while adhering to company policies, security standards, and IT best practice
• s.The contractor partners with Operations, IT Shared Services, and approved vendors to help maintain reliable, secure, and efficient technology services across corporate office and distribution center environment
• s.Success in this role requires strong customer service, clear communication, disciplined documentation, and the ability to prioritize and coordinate work across multiple stakeholders and location

s. ESSENTIAL DUTIES AND RESPONSIBILITI

• ES:Core responsibilities include, but are not limited
• to:Analyze, prioritize, resolve, document, and communicate outcomes for assigned incidents and service requests using approved ITSM tools and intake channels, meeting defined SLAs and customer expectatio
• ns.Provide timely, professional end-user support with strong ticket ownership; communicate status clearly, set expectations, and escalate unresolved issues to appropriate internal teams while remaining accountable through resoluti
• on.Install, configure, maintain, and troubleshoot end-user hardware and software both on-site and remotely in accordance with corporate standards and security polici
• es.Support audio/visual, conferencing, and computing needs for meetings at assigned locatio
• ns.Assist with the planning, deployment, testing, installation, training, onboarding/offboarding support, and documentation of technical solutions; maintain and update SOPs/knowledge articles as need
• ed.Support technology lifecycle activities related to employee events, including equipment setup, refreshes, transfers, and removals, as direct
• ed.Partners with Distribution Center Operations teams during peak shipping hours to support technical equipment needs such as printer maintenance, equipment returns (RMA), and basic repai
• rs.Track and assist with IT asset inventory, equipment lifecycle activities, spare parts, and stock levels; ensure accurate records, labeling, and handoff documentation as requir
• ed.Coordinate with approved vendors and internal stakeholders for repair and maintenance activities, including scheduling, on-site support, communication of timelines, and verification of functionali
• ty.Support change management activities and follow approved procedures for all technology modificatio
• ns.Maintain cleanliness of organized IT work areas and ensure all other spaces are kept clear of clutter, obstructions, and potential safety hazar
• ds.Perform other duties as assigned by the manag

er. RELATIONSH

IPS:Inter

• nal:Internal end users across corporate offices and distribution cen
• tersIT Shared Services, infrastructure, and application support t

eamsExter

• nal:Approved IT vendors and service providers supporting laptops, printers, alarms, badging systems, conferencing equipment, network devices, shipping carrier services, and display technolo

gies WORK ENVIRON

• MENT:On-site, region-based support role with hands-on support at assigned locatio
• n(s).Travel to additional sites within the assigned region as needed (percentage may vary based on business ne
• eds).Occasional after-hours or peak operational support may be requ

• TIONS:5+ years of hands-on experience supporting enterprise IT enviro
• nmentsDemonstrated experience
• with:Windows desktop configuration, deployment, and troublesh
• ootingPC hardware installation, configuration, and
• repairDesktop and peripheral troublesh
• ootingMobile devices (iOS, Android smartphones and ta
• blets)Microsoft Office applic
• ationsAudio/visual support for enterprise conferencing s
• ystemsStrong organizational skills with the ability to manage multiple priorities, maintain accurate ticket notes/documentation, and follow standardized proc
• esses.Demonstrated team collaboration and customer service skills; able to communicate clearly with end users and cross-functional partners (Leaders, HR, Operations, Shared Services, ven
• dors).Experience working in an ITSM/ticketing environment and adhering to service levels, escalation paths, and knowledge management prac
• tices.Ability to work independently with limited super
• visionAbility to proactively communicate challenges, delays, barriers, and identify solutions to drive
• changeAbility to travel locally within the assigned region as
• neededExperience supporting distribution center or warehouse environ

ments. PREFERRED QUALIFIC

• ATIONS:Industry certifications such as CompTIA A+ or Microsoft certifi
• cationsFoundational networking knowledge (WLAN, LAN, TCP/IP, VLANs, r
• outing)Network and endpoint troubleshooting exp
• erienceActive Directory user and basic OU adminis
• trationWindows server environments (modern and
• legacy)Core networking services (DHCP, DNS,
• TCP/IP)Experience with enterprise endpoint, security, VPN, or VD, * REMENTS:Frequently stand, walk, sit, and manipulate IT e
• quipmentOccasionally drive, lift, carry, push/pull, climb, kneel, bend, reach, twist, a
• nd stoopAbility to lift and carry up to 50 lbs. occa
• sionallyContinuous manual dexterity for typing and use of IT and office e