Warehouse IT Service Support II (Onsite)

o 4 days per week - 10.5 hours per shift - Coverage window: 16:00 00:30 - Sun Wed: 07:00 17:30 Wed Sat: 07:00 17:30

Roles and Responsibilities:

Job requires worker to be on-site being dependable and reliable

Travel to other locations within a 2-hour driving radius for support and project purposes, when remote assistance is not feasible.

Identify, troubleshoot, and resolve hardware issues, user access problems, and internal application or networking issues before escalation.

Manage assigned tickets through ServiceNow, creating and documenting all activities in the internal ticketing system, and updating the status to reinforce service level agreements.

Coordinate the on-site computing equipment inventory with active knowledge of device usage and purposes.

Develop partnerships with Operations to understand the business activities, both current and future, to advise on and contribute to the enhancement of technology best practices.

Respond to IT service phone calls, emails, and IMs promptly.

Adhere to IT policies and processes, following best practices in technical support and customer service, and provide training to end users when required.

Perform other duties as assigned.

Physical Demands:

While performing the duties of this role, the employee is frequently required to use their hands to handle or feel objects, tools, or controls, and to talk and hear. The role necessitates standing, walking, reaching with hands and arms, as well as stooping, kneeling, crouching, or crawling. The employee must possess the ability to lift andor move objects weighing up to 50 pounds. Specific vision requirements for this job include close vision, distance vision, and peripheral vision. The noise level in the warehouse environment can be loud, and quiet in other settings.

Experience Required: 3 4 years (preferred warehouse IT support environment)

Support Scope: Tier 1, Tier 2, and occasional Tier 3

Core Skills:

Hardware support (RF scanners, printers, PCs, mobile devices, etc.)

Networking, security, messaging platforms

Windows & Linux OS

ServiceNow ticketing and IT service delivery, Education (preferred but not mandatory): Associates, bachelor s degree in computer science or a related field, or technical diplomas or certifications, 3 to 4 years of experience in a warehouse environment, executing most, if not all, of the essential duties and functions listed, and possessing the requisite knowledge, skills, and abilit