IT Technician II

Our employees are the forefront of ecommerce, bringing beloved brands to consumers through our fulfillment, customer care and technology solutions. We are fueling the future of retail, which means you are, too. You join a global community of changemakers, where the work is critical, and the culture is fun. We depend on our workforce to overcome real-world challenges every day and encourage you to carve your own career path while shaping our future together. The leader in omnichannel commerce technologies and operations has an exciting opening for an IT Technician 2. The client’s omnichannel solutions use cutting-edge technology and analytics to optimize the e-commerce end to end processes reducing costs for our customer while enhancing the consumer experience.

Role Summary: The IT Technician provides support to users of information technology systems in use at the client. The responsibilities will include those items outlined, but not limited to, the handling of PC hardware/printers/RF guns/software builds and upgrades. The candidate is also responsible for coordinating the escalation and resolution of problems with other Information Technology staff members.

Responsibilities:

• Provides direct support to employees and clients (customer) on all technologies in use and supported by the IT department. Maintains friendly and helpful demeanor with customers at all times. Meets or exceeds departmental response time goals.
• Uses system designated by departmental management to track user requests for assistance. Follows specified procedures on the use of said system. Monitors the Helpdesk Ticket queue and fulfills requests in a timely and courteous manor.
• Coordinates with other IT staff members as appropriate for the resolution of problems. Proactively seeks assistance from other staff members as required to quickly resolve customer problems.
• Observes company guidelines with regard to copying of software and advises departmental management when any illegal use of software is discovered.
• Delivers, picks up, and/or ships equipment to repair vendors as required. Tracks such activities in accordance with departmental guidelines.
• Notifies departmental management in writing when any equipment is relocated within the company, including serial numbers, original location of equipment and new location of equipment.
• Enforce and comply with all Payment Card Industry Data Security Standards
• Promptly advises departmental management of any situation that will cause a substantial delay in the resolution of a customer problem.
• Answers help desk calls live when possible.
• Responds promptly to voice messages left in the help desk mailbox and confirms receipt to the customer with an estimate of resolution time where possible.
• Configures supports and repairs all desktops, monitors, printers and RF scanner guns in the office and warehouse.
• Manages and utilizes Ghost server for desktop/laptop imaging.
• Maintain an accurate inventory of IT equipment.
• Notifies Sr. IT staff member to issues involving critical business systems that may cause business impacting outages.
• Required to relocate computer equipment frequently.
• Work with Systems Administrators to support DHCP, DNS, Mail, Operating systems and production application configurations.
• RF Gun Support
• Assist with Wireless Support issues
• Provides support for local phone systems as necessary.
• Familiar with quick PC build-out processes such as Ghost..
• Other task as request by IT management
• Physical demands are considered to be that of an office/warehouse environment. Requires the ability to walk around the warehouse, prolonged sitting, ability to utilize a computer and interact with other associates in meetings and/or via phone
• Additional capabilities focusing on roles related to elevated permissions for various software programs.
• Advanced knowledge of applications and support required.
• WiFi and network infrastructure knowledge to include configuration and troubleshooting.
• Enterprise server support knowledge to include troubleshooting and account creation

Qualifications:

· Bachelor’s degree (BS) in a related field preferred.

• 3+ years related experience with desktops and servers preferred.
• Familiarity with ticketing systems. ServiceNow experience preferred.
• Office365, Outlook and Active Directory knowledge.
• Avaya and Cisco/Networking
• Knowledge of WMS applications – Manhattan9, Manhattan13, LogPro
• Cisco Call Manager, Avaya CMS