Desktop Support Specialist

No relocation assistance provided and candidates must be authorized to work in the United States on a permanent basis without current or future sponsorship requirements. This role is not open to candidates requiring OPT, CPT, or future visa sponsorship.The Onsite IT Service Support II role is responsible for delivering high-quality technical support to internal associates within a warehouse and distribution environment. This position provides Tier 1 and Tier 2 support, with occasional Tier 3 involvement, while adhering to established service level agreements.Support is delivered through multiple channels, including the ServiceNow ticketing system, in-person interactions, phone, email, and messaging platforms.Key ResponsibilitiesProvide comprehensive hardware support for RF scanners, printers (including document centers, HP LaserJet printers, and label printers), desktop and laptop computers, video conferencing systems, and mobile devices.Support connectivity across networking, messaging, security, and mobility platforms.Maintain a general understanding of internal systems and workflows to effectively route issues to appropriate teams.Demonstrate a proactive approach to troubleshooting and continuous improvement in service delivery.Essential Duties & FunctionsMaintain a consistent on-site presence with strong reliability and attendance.Travel to nearby locations (within approximately a 2-hour radius) as needed for support or project work when remote resolution is not possible.Diagnose and resolve hardware, access, and basic network issues prior to escalation.Manage and document incidents and service requests within ServiceNow, ensuring timely updates and SLA compliance.Track and maintain inventory of on-site IT equipment, including lifecycle awareness and usage.Collaborate with operational teams to understand business needs and support technology best practices.Respond promptly to support requests via phone, email, and messaging tools.Follow IT policies, procedures, and customer service best practices.Provide basic end-user training when necessary.Perform additional duties as assigned.Knowledge, Skills, and AbilitiesTechnical Proficiency: Hands-on experience supporting hardware such as RF scanners, printers (including document centers, HP LaserJet, and label printers), PCs, video conferencing systems, mobile devices, and tablets, along with supporting infrastructure.Operating Systems: Experience with Windows and/or Linux environments.Communication: Strong written and verbal communication skills.Customer Service: Demonstrated ability to provide excellent end-user support.Problem-Solving: Ability to troubleshoot effectively, prioritize tasks, and adapt in fast-paced environments.Organization: Strong planning, documentation, and analytical skills.Collaboration: Ability to work independently and within team environments while building strong working relationships.Physical DemandsThis role requires frequent use of hands, standing, walking, and occasional bending, kneeling, or lifting. The employee must be able to lift and/or move up to 50 pounds. Work environments may include both warehouse settings (with higher noise levels) and office areas.Qualifications & RequirementsAssociate's or Bachelor's degree in IT, Computer Science, or a related field (preferred, not required)3-4 years of relevantIT support experience, preferably in a warehouse, logistics, or distribution environment.Ability to meet the physical requirements of the role. Use of appropriate safety equipment (e.g., safety shoes) as required.No relocation assistance provide Candidates must be authorized to work in the United States on a permanent basis without current or future sponsorship requirements. This role is not open to candidates requiring OPT, CPT, or future visa sponsorship.

Created: 2026-05-09