• RESPONSIBILITIES:  

• Provide first-level technical assistance to end users, resolving hardware, software, and network-related issues promptly. Offer after-hours support for critical incidents or projects as needed. 

• Identify root causes of recurring technical issues, implement preventive measures, and maintain a knowledge base for common problems and solutions. 

•  Install, maintain, and troubleshoot devices, including desktops, laptops, printers, scanners, and peripherals. Ensure all systems operate effectively to meet business needs. 

• Continuously monitor system and application performance to identify and address potential issues proactively. 

• Classify and prioritize support tickets based on urgency and business impact. Route complex issues to specialized teams for resolution and ensure SLAs are met. 

• Contribute technical expertise to IT initiatives, including system upgrades, deployments, and migrations. 

• Assist in the creation and maintenance of technical documentation for system configurations, troubleshooting procedures, and user guides. 

• Manage equipment inventory, coordinate repairs and upgrades, and administer maintenance contracts. 

•  Partner with cross-functional IT teams to deliver seamless support for general IT systems and distribution center operations. 

• Training and Knowledge Sharing: Provide training to end-users on new technologies and tools to improve productivity. 

• Physical Support: Occasionally lift and transport equipment up to 50 pounds and provide on-site support as required. 

QUALIFICATIONS: 

• Experience: Minimum of 1-2 years in technical support roles; experience in a retail or distribution environment is a plus. 

• Technical Knowledge: Proficiency in Windows 10 & 11, networking concepts, Active Directory management, and a strong understanding of PC-related hardware and peripherals. 

• Certifications: Industry certifications such as A+ are highly desirable. 

• Soft Skills: Excellent verbal and written communication, strong organizational skills, and a customer-focused approach with the ability to empathize and stay calm under pressure. 

• Problem Solving: Analytical thinker with demonstrated troubleshooting abilities and the capacity to prioritize effectively in a fast-paced IT setting. 

• Flexibility: Rotating after-hours on-call support required. 

• Physical Requirements: Ability to lift up to 50 pounds. 

• Other duties as assigned.