System Support Specialist I

The System Support Specialist I serves as the Level 1 (L1) front-line support function for ODW. This role is responsible for intake, triage, and resolution of end user requests, while ensuring equipment is configured and staged, for deployment across field locations. This position plays a critical role in maintaining operational continuity by preparing end-user technology at scale, supporting new site launches, moves, and ongoing operational needs.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact (L1) for all incoming IT service requests and incidents.

• Perform initial triage, troubleshooting, and resolution of tickets within defined ServiceNow queues.

• Resolve common end-user issues related to hardware, software, access, and connectivity.

• Escalate issues appropriately when required, with clear documentation.

• Maintain timely communication with users regarding ticket status and expected resolution.

• Prepare, configure, and stage equipment for deployment to field locations, including:

• Laptops, desktops, RF devices, printers, and warehouse technology

• Execute standard build and configuration processes for new equipment.

• Work with Service Desk and Infrastructure teams to ensure readiness for go-live events

• Support end user software including:
• Microsoft Office / O365
• WMS access/setup
• Print configurations

• Multi-factor authentication (DUO)

• Manage ServiceNow queue with focus on:
• First-contact resolution

• Accurate categorization and prioritization

• Track equipment throughout the full lifecycle:

• Receiving Staging Deployment Preparation Repair Retirement

• Protects organizations value by keeping information confidential.

• Performs other related duties as assigned.

Do you have experience in Windows?, Do you have a High school diploma or GED?, * 1+ years Helpdesk / Desktop Support experience

• HS Diploma, GED
• A++ Certification (or comparable experience)

Preferred

• IT related Certifications
• CompTIA Certifications
• Knowledge of computer software and hardware
• Knowledge of data communications
• Desktop OS Support, Problem Solving, Multi-tasking, Quality Focus, Coordination, Technical Understanding, Quick Study
• Microsoft Windows
• HP LaserJet printers
• Experience with RF Scanners
• Experience with Zebra Printers

Minimum Physical Requirements

• The position requires sitting at a computer and typing frequently.
• Standing, walking, bending, squatting/kneeling, twisting/turning, climbing, reaching will occur frequently.
• Must be able to lift up to 50 lbs

ODW Logistics is a people-focused and customer-driven third-party logistics (3PL) provider committed to delivering seamless end-to-end supply chain solutions. Our extensive range of services include supply chain design and innovation, warehousing, efficient distribution and fulfillment, freight brokerage, transportation management, and specialized e-commerce fulfillment solutions., Pillared on our core values, we strive for collective growth and reaching our highest potential. We are dedicated to helping our teammates experience fulfillment through their individual strengths and innovative ideas.

We treat others as we want to be treated. We cannot control events, but we can control our response. We build respect through honesty, fairness, and integrity.

We do what we say we will do. We are clear, direct, and honest. We seek to understand and be understood.

We work hard toward a common goal. We desire to make everyone successful. We achieve the best results as a team.

We believe all people have significance and potential. We understand work and life are integrated and we value both. We strive to make an impact in the world around us.